CoinJar has enjoyed rapid growth over the last six months. The expansion of our business to tens of thousands of customers means there are many more requests for support. Right now, we are not keeping up.
We are slow to answer tickets. Customers often don’t know if a request has been read. From the outside we sometimes seem like big, silent, non-transparent entity. For a company that handles your dollars and bitcoins, that’s not good enough.
It doesn’t matter what industry a company operates in, Support forms a core part of its foundation. In over a decade in Support, I have seen that bad support leaves customers feeling frustrated, angry and distrustful of the organisation. This has the potential to grind a business to a halt.
The opposite is also true. Great support empowers customers and can give the most maddening experience a positive ending. I’ve seen frustrated people turned into loyal customers because they felt truly listened to and valued as a result.
This has been my goal at CoinJar since I joined five weeks ago. I left my previous role at Microsoft, as the Asia Pacific Support Lead for Yammer, to join CoinJar because I want to create a world class Support team. Today we are not living up to our customers’ expectations, but I’m excited for where we’re about to take things.
We are already making decisive moves. You may have noticed that we are currently advertising a Customer Support role. We’re going to respond to support requests much faster than we are currently by bringing on great people and improving our Support systems. Where possible, we are working with Engineering and Design to address specific customer issues. In the future, we’ll be more transparent and more personal.
In the turbulent world of Bitcoin, we want to be exceptional. Exceptional not only means “outstanding”, we actually aim to be the exception to the industry norm. This means that, when you deal with CoinJar Support, you can expect interactions to be consistently prompt, personal, professional and complete.
To borrow a phrase from a ’90s Pantene ad, it won’t happen overnight, but it will happen. Expect to see big changes in the coming months. These steps are being taken now.