Bithumb "Last year customer service response rate 98%…consultations exceeded 10 million"
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Summary
- Bithumb said it handled more than 10 million customer consultations last year and recorded a 98% response rate.
- The customer center operates 24 hours a day, year-round, and said it built a system to respond quickly to large-scale increases in consultation demand through reinforcement of specialized personnel.
- It said that operating the offline in-person customer center, the Gangnam Lounge, and improving the user guide improved accessibility and convenience for various investors.
Domestic virtual asset (cryptocurrency) exchange Bithumb announced on the 7th that it handled more than 10 million customer consultations over the past year and recorded a 98% response rate.
This year, Bithumb conducted a total of 10.48 million customer consultations through various channels such as phone, chat, and bulletin boards. The customer center operates 24 hours a day, year-round, and has a system in place to respond immediately to urgent inquiries related to accounts, security, and trading regardless of the time. Through this operation, it maintained an average response rate of 98.0% even with a large volume of consultations.
As user interest in virtual assets expanded and consultation demand continued to increase, Bithumb has strengthened specialized counseling personnel and improved its operating methods since last year to bolster its response capabilities. It said it established a management system to minimize consultation delays even during periods when inquiries concentrate due to specific issues or market fluctuations.
In addition to online consultations, it also provides offline customer support. The 'Bithumb Gangnam Lounge' located in Gangnam, Seoul is a walk-in in-person customer center that is visited by about 100 customers per day on average. It can immediately handle on-site complex inquiries that are difficult to resolve through non-face-to-face consultations, such as account recovery, security settings, and withdrawals, improving accessibility for elderly users who are not familiar with digital environments.
Bithumb, in preparation for increased consultation demand, expanded specialized personnel and also completely revamped the user guide (FAQ) so that customers can resolve issues on their own. It said it improved readability and convenience focusing on frequently received inquiries to reduce inconveniences before the consultation stage.
A Bithumb official said, "We are the first domestic exchange to operate both 24-hour phone consultations and an in-person customer center that can be visited at any time," and added, "We will continue to promptly and stably resolve user inquiries based on high consultation accessibility."
