US CEO of cryptocurrency exchange Coinbase Brian Armstrong has apologized for poor customer support and said that the company can be integrated with DeFi protocols during a comprehensive Ask Me Anything session on Reddit.

Reddit AMA (Ask Me Anything), published on March 17, has collected over a thousand questions and answers from members of the social media platform. CEO Brian Armstrong and CFO Alicia Haas were finally able to respond to some of them a week later, on March 23.

There was also a video that followed AMA, which was the first for the company to go public, where the company decided to answer the questions that received the most votes, the value to society and the relevance of the upcoming list of companies.

One of the most common questions from a Coinbase customer over four years was about poor customer service, with one user (Reverseengineer_24) claiming that customer support likes to “hide behind layers of inefficient automated workflows.”

Armstrong responded with an apology, but added that the company has recently been stuck in sky-high cryptocurrency prices:

“Maybe just three or four months ago, we received around 25,000 support requests per week. And within four weeks, the number jumped to 100,000 or more. ”
He added that the problem has been solved, and the company has quadrupled its capacity by inviting at least 600 or more customer support agents this year alone. Hass said that Coinbase also invests in the product to reduce the friction we see when many customers call and complain.

Asked about the potential threat to decentralized exchanges like Uniswap Armstrong, he said Coinbase will evolve to provide integration and access in the same way that Amazon allowed outside sellers to list products on the platform.

“It’s like Amazon in the early days,” said Jeff Bezos. “Hey, why do not we allow third party sellers to put their products there too?” People thought it was crazy […] He realized that we want to create value for our customers, and in the end that is what will make us a valuable company. ”
He added: “So we always try to think about what the customer wants and give it to him, not what Coinbase wants.”

A very common question is about preferably message access for Coinbase customers or an airdrop similar to the ICO model. Armstrong replied that it would be a list, but no preference for anyone, adding that regulatory issues would discourage the use of any kind of token or reduce the offer to customers.

Alessia Haas said that Coinbase confirmed the security code, but ended up settling on a direct list:

“It was very important to be able to come up with an original cryptocurrency security code that could be handled as ERC-20 that could be used in DeFi, and we had all the cryptographic features we all love. This case, the experience we want, we have found that we can not continue it at the moment. ”
Armstrong was also asked which users buy Coinbase shares through the exchange, to which the answer is definitely no, as the share will only be listed on NASDAQ’s global market platform.