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Coinbase after data leak: customer service is being radically renewed!
Coinbase responds to customer service criticism with major improvements following data breach that affected 69,461 users.
Coinbase after data leak: customer service is being radically renewed!
Coinbase has announced a major overhaul of its customer service operations following a significant data incident that exposed information from over 69,000 customers. The incident was caused by a former TaskUs employee, Ashita Mishra, who was involved in a scheme to sell customer data to hackers. The company estimates that the cost of fixing this issue will be between $180 million and $400 million.
Senior Director Wes Griffith has outlined a four-step strategy to improve the quality of customer service. This strategy includes a series of targeted initiatives aimed at sustainably increasing customer satisfaction.
A comprehensive package of measures
The four key initiatives are:
- Probleme vorbeugen: Produktprobleme frühzeitig anzugehen, um die Anzahl der Unterstützungsanfragen zu reduzieren.
- Kundeneffort reduzieren: Die Automatisierung mit besseren APIs, Wissensdatenbanken und KI-gestützten Support-Tools zu verbessern, um die Selbstlösung durch die Kunden zu ermöglichen.
- Zugang zu menschlicher Unterstützung verbessern: Barrieren abzubauen, um den Kontakt zu menschlichen Vertretern bei eskalierten Problemen zu erleichtern.
- Qualität der Live-Unterstützung verbessern: Neue Tools für das Support-Personal einzuführen, um schnellere und qualitativ hochwertigere Unterstützung zu bieten.
In August, Coinbase saw customer satisfaction scores increase by an impressive 20%, marking a new high. Additionally, the number of customer contact transfers has been reduced to just 10%, meaning users are less likely to repeat their issues.
In direct response to the data incident, Coinbase has terminated its relationship with TaskUs and all involved employees. In addition, a new customer service hub has been established in the US to ensure improved support.
Future outlook and company focus
CEO Brian Armstrong emphasizes that the company takes a dual approach that includes both improving products and increasing service quality. The incident has prompted Coinbase to not only review security measures but also redesign customer support to meet customers' needs.
With the new measures, Coinbase shows its determination to regain the trust of its customers and provide the best possible support.