Whenever a company grows, one of the hardest things it needs to keep up with is the amount of employees needed in a certain area, especially if you are selling a product and that area is customer service. Good customer service can be the difference between whether or not you purchase something from one vendor or another. Unfortunately if were talking about an entire industry failing at customer service, there is something wrong.
The entire crypto space right now and almost all the companies that are within it are drowning in user request and failing to meet any sort of expectations. Almost all exchanges are looking at a week or two just to resolve basic issues and half the time the customer support doesnt even read the issue and sends you a generic response. This means you have to resubmit again and wait around for another week to get something solved. Crypto companies have been notoriously bad at customer service since the beginning, but whenever you see a user boom, they struggle even more.
I personally ditched coinbase and moved to Gemini solely because they actually had people who were able to address my concerns. Coinbase shut my account down because one of their systems confused my bank login ID as my actual name and flagged the account. It took two weeks to get a response and the response was generic and obviously had not been read in depth by a person who understood english. Right now I am going through a similar problem with bittrex where I admittedly made a mistake but I cant even get a response from someone.
Many of these companies, especially the altcoin exchanges are making money hand over fist, yet refuse to reinvest back into their website in the forms of security, customer service ect. They treat their customers like they dont matter and care little about their user experience. The larger problem is that so many of these companies in the crypto space have the mentality of milk the cow until its dry then leave. Perhaps this is why we have to go to a new altcoin exchange every year. In the long run they might make more money if they had invested into their site rather than cut corners.
Customer service in general in the whole space is abysmal and the only real solution is to hire more people. Bots arent going to help the majority of people and even if they did relay the right information, most of the people asking for help wouldnt understand it. With something that can be as complicated to understand for many as crypto, the queues for getting a response are only going to get bigger. This space continues to grow so to think that you can survive without hiring more people is ludicrous.
-Calaber24p