The cryptocurrency industry is nothing short of a global phenomenon. As interest in buying and trading cryptocurrencies has skyrocketed over the last few years, the platforms used to buy, trade and sell cryptos have struggled with delivering top-notch customer service. As demand surges, so too do customer service tickets.
In our Customer Service Benchmark Report, we wanted to get a pulse on how the world’s top cryptocurrency wallets, exchanges and platforms deliver cross-channel customer support. We were surprised that while 97% of crypto companies have a readily available email address for support-related queries, customers are ignored nearly 1 in 3 times. And when it comes to reviews about customer service, on average, crypto apps respond to only 51% of app reviews.
Here are a few highlights of the customer service statistics that all CX leaders in the gaming industry needs to know:
- More than half of crypto companies are not thorough in their responses, and 7.7% do not even answer one of the customer’s two questions.
- The average response time is 9.5 hours, but 38.5% of companies respond within the first hour.
- 16% of the largest 25 crypto companies by employee size completely ignore customer emails.