The CEO of Binance Australia says that it is imperative that customer support is ready at all times for a large flow of customer inquiries.
Cryptocurrency market turmoil can be an extremely stressful time for customer support staff at cryptocurrency exchanges, as companies lay off many people just to meet demand during spikes.
Speaking to Cointelegraph, Alex Harper, co-founder and co-CEO of Australian crypto exchange Swyftx, said that “no matter what your role title is, […] no one was above customer support at Swyft.”
He said that he, along with HR employees and the CFO, sometimes have to work late into the night to help their customer support teams when the markets go haywire, explaining:
“Elon Musk cites Dogecoin posts, you get signups seven times a day.”
Harper explained that SwyftX strives for a two-minute response time, “giving customers the need to answer questions and understand things.”
He also noted that his customer service team now represents more than a third of his staff, providing the ability to provide 24/7 support.
Leigh Travers, CEO of Binance Australia, told Cointelegraph that Binance’s customer support team has “expanded” to keep up with customer demand, and since new cryptocurrencies for those working in customer support investment in their training and development is a priority.
Travers suggested that the customer support departments are a priority in the company, describing them as “the window to the entire Binance platform,” acknowledging his work as vital to the company’s success:
“Team leaders and country managers participate in a user-focused training program to understand the role of customer support in protecting users and gain first-hand experiences.”
Travers explains that due to unpredictable events in the crypto market, such as the Terra Luna Classic (LUNC) and the TerraUSD Classic (UST), the “relaxation” causes a dramatic “spike” in customer support demand; it is imperative that the customer support team is ready at all times for a high flow of customer inquiries.
Travers said he also jumped behind the covers of Binance chat support and immediately “responded to user queries” to better understand how it works behind the scenes, adding that this was an essential part of ensuring that customer support with Demand meets.
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Travers explained that when markets stabilize, customer support staff will take advantage of the downtime to use the “quieter time” to “create explanatory blogs and FAQs to provide users with more accessible information.”
He added that the onboarding process can be the most demanding for customer service workers “regardless of market conditions, even if it’s a bull market or a bear market,” his clients always “want to be onboarded quickly and efficiently.”
