CustomerserviceisdeeplyimportanttoKraken.?Itiscoretoourbrandandcompanyculture.?Securityfirstandcustomerservicesecond.?Wemustsetapositiveexampleforthisindustry,anddothingsbetterthantheservicesweseektoreplace.?Ifwetakecareofourclients,they’lltakecareofus.?—KrakenCEO,JessePowell
Introduction
AspartofourefforttoimprovetheKrakenclientexperience,wehavebeenissuinginternalreportstotracktheperformanceofourClientServicesteam.Thisreport,thefirstofaplannedseries,isadaptedforpublicconsumptionfromourinternalreports.Wearesharingthisinformationbecausewethinkourclientswillappreciatemoreinsightintothechallengesweface,theprogresswehavemade,andourplansforfurtherimprovement.
Forthisquarter,wehaveachievedsomesignificantmilestonegoalsincluding:
clientsatisfactionhasimprovedsignificantlyto94%comparedto80%inthepriortwoquartersasourspecialistsareabletoserviceclientswithquickerandmorepersonableresponses;medianfirstresponsetime(FRT)hasshownstrongimprovementsto2hoursthisquartercomparedtoover7daysinQ12018and16hoursinQ42017;mediantotalresolutiontime(TRT)improvedto10hourscomparedtoover11daysinQ12018and41hoursinQ42017;Tier4applicationsaretypicallyprocessedandapprovedinlessthan6hours,Tier3verificationsinunder1hour,Tier2inunder15minutes;andonly2complaintsfiledwiththeCFPB,downfrom17inQ12018and3inQ42017.InQ42017throughQ12018,clientsupportwasconfrontedwithmanychallengeswhichwefacedanuphillpathtoovercome.Thechiefchallengewasaccommodatingtheunprecedentedinfluxofnewclients.Ascryptocurrenciesappreciatedparabolically,thedemandtotradeonourplatformsharedthesamemassivegrowth.Thissetthestageforthreespecificchallengesforourteamwhichresultedinticketbacklogsandlongwaittimesforaccountverificationandsupportrequests:
Furucombo發布版本更新,現在已支持Synthetix協議集成:2月8日,可組合性DeFi平臺Furucombo發布版本更新,現在已支持Synthetix協議,用戶可以在Furucombo使用Synthetix的質押和申領等功能;同時Furucombo集成了更多Compound功能,包括智能借貸、智能還款和智能收取功能;并舉辦了Synthetix和Compound新合約集成的combo獎勵大賽。[2021/2/8 19:13:01]
ourtradingengineatthetimehaddifficultieshandlingthehightradevolume;andourfiatfundingpartners,alsounpreparedfortheexplosionindemandbecameabottlenecktoresolvingissuesourspecialistscouldn’tkeepupwithnewaccountverificationsandincomingsupportrequests.Thecurrentvolumeofticketstooursupportqueueismoderatecomparedtopriorquarters.Wehaveseenashiftinfocusoftradingsupportticketsasclientsseekeducationonourplatformratherthanofferingtheircriticisms.Whilethesurgeisbehindusandwaittimesaredramaticallyreduced,afewofthethingswe’vedonetobebetterpreparedforthenextwaveinclude:
theintroductionofanewtradeenginethatwillbeupgradedandmaintainedonaregularbasis;addingnearly200security-mindedandknowledgeablespecialiststoourteamsincethebeginningoftheyear;increasingthenumberofspecialistsonlineatanygiventimetoenhanceoursupportcapabilitiesacrossallgeographicregionsandtimezones;re-introducinglivechattoinstantlyserviceclientrequestsstreamliningverificationsandmultiplebackendprocesses;andhelpingourfiatfundingandotherserviceprovidersoptimizeprocesses.KeyPerformanceIndicators(KPIs)&Accomplishments
庫幣合約現已上線Ethereum (ETH)幣本位永續合約:據庫幣KuCoin交易所消息,庫幣合約現已上線Ethereum (ETH)幣本位永續合約,以ETH作為保證金和結算幣種,最高支持100倍杠桿。 庫幣合約是庫幣自主研發的數字貨幣衍生品平臺,上線以來目前總用戶數已經超過50萬。[2020/12/1 22:41:22]
Overthelastquarter,wehaveseenadeclineinnewticketrequeststo133,671comparedto505,509inQ12018.Despitethisdecreaseinticketvolume,wehavecontinuedtobolsterourrecruitingandtrainingprogramssuchthatourservicecapacitynotonlydwarfsthecurrentneed,butwillsooneclipsethehighestvolumedaysofQ32017andQ12018aswell,ensuringthatwecanprovideimmediate,personalizedservicewellintothenextbullmarket.Krakencontinuestotrainhighlycapablespecialistsforthegroupsinwhichweexperiencedthehighestvolumesofbackloggedrequestsearlierin2018.WedothiswhilestreamliningprocesseswithinourSupportCentertoallowspecialiststofocustheirattentiononclients’needs.InMarchofthisyear,were-launchedourlivechatplatforminordertogiveourclientsanimmediateserviceexperience.Sincethisinitiative,wehaveseenlivechatgrowto39%ofoursolvedtickets,withthenumberofchatengagementseachmonthgrowingfromunder5,000toupwardsof13,000aswecontinuetoincreaseourcoverageofsupporttopicsandincreasethesizeofourchatteam.Inordertokeepupwiththedemandofthisservice,wehaveexpandedcoverageto24hoursadayonweekdays.Theabilitytodelivertop-quality,real-timeservicetoourclients24/7viaconstantchatavailabilityissomethingwehopetoachieveinthecomingmonths.Q22018KPIComparisonAgainstIndustryBenchmark
火幣將于8月12日16時上線VET、DOGE、THETA永續合約:據官方公告,火幣合約平臺將于8月12日16點上線VET(VeChain)、DOGE(Dogecoin)和THETA(Theta)永續合約。[2020/8/11]
Source:TheZendeskCustomerServiceBenchmark(FinancialServices)
Whencomparedagainstindustrybenchmarks,ourClientServicesteamoutperformsthebenchmarkineverycategory,whilehandling30xtheticketvolume.TrailingTwelveMonthTrends
Highestdailynumberoftickets:18,388ticketsonJanuary3,2018Highestdailynumberofnewaccounts:71,055onJanuary3,2018Topfiveticketcategories,respectively:Verification,GeneralQuestions,FiatFunding,AccountAccess,andCryptoFundingTopfivelivechatcategories:AccountAccess,FiatFunding,Verification,GeneralQuestions,andTradingNearly700,000accountshavebeenverifiedonourexchangeoverthisperiodLanguageCoverage
Ourdiverseclientsupportteamisdistributedglobally,with15+languageproficiencies,offeringnativelanguagesupporttothemajorityoftheworld.Theabovemap(darkerblue)highlightslanguageproficienciesfornations’officiallanguagessupportedwithinourClientServicesteam.SelectClientFeedback
Thefeedbackbelowhasnotbeenalteredexcepttocorrectgrammarandredactanypersonalinformation.
IwouldliketothankyouguysforprotectingmyinvestmentinKraken.Ifyoudidn’tfreezemywithdrawalssomeonewouldhavestolenallmymoney.IwillalwaysrecommendKrakentoallmyfriends.Thankyou.
直播|The Block-Celia Wan > 幣圈“后浪”仙女直播周:金色財經 · 直播 主辦的《 幣圈 “后浪” 仙女直播周》 5月28日10:30準時開始,本期“后浪”仙女The Block 財經記者 Celia Wan將在直播間聊聊“幣圈2020焦點+中國區塊鏈亮點”,感興趣的朋友掃碼移步收聽![2020/5/28]
Ididnothavetowaitforareplyandwaspracticallyhelpedonthespot.Within15minutesmyissuewassolvedandIcouldusemyaccountagain.Greatwork.
Supportisalwaystopquality.UsuallyIgetfastrepliesandanswerstomyemails.Problemsgethandledinaprofessionalyetheartfeltmatter.Ireallyfeelthepeopleinsteadofjustaformal‘customerservice’.Youguysmusthaveafunandprogressiveworkfloor.Thanks.
Ineverhadsuchapositivefeelingaboutahumanontheothersideoftheweb?Youhelpedalot,andyoudoitwithstyle.Ifevereveryoufindyourselfin,pleaseletusknow,mywifeandmewouldbetrulygladtohaveacupofcoffeewithyou.Ineverwrotesomethinglikethisto“justsomebody”Ihopeyoudonotmind..
10/10KrakenhasbeenbyfarthebestexchangecustomerserviceI’veeverhad…Honestly,KrakenhassomeofthebestcustomerserviceI’vereceivedonlineperiod.
IhavebeenverysatisfiedwiththesupportandquickresponsesIhavereceivedfromtheteamandwouldliketonotethatincomparisontomyexperienceswithotherexchanges,Krakenhasbyfarandawaybeenthebest.
I’mgladIchosetouseKrakenasacryptoexchange.ThiswasnotmyfirsttimewhenIreceivedthesupportfromthesupportteam.Idon’tknowhowyoudoitbutbothtimesIhadthefeelingthatthissupportisreliable,personalandeffective.I’mnotworriedatallifIneedsupportwithmycryptosbecausetheproblemsaresolvedsoeasilyandsmoothly.
MyEtherWallet成為“.crypto”域名經銷商:金色財經報道,Unstoppable Domains發推文稱,以太坊錢包MyEtherWallet成為“.crypto”域名的經銷商,用戶現可從MyEtherWallet購買.crypto域名。據悉,.crypto域名是由Unstoppable Domains創建的,托管在以太坊上,無法被政府或域名服務等中心化機構關閉。[2020/4/25]
TrendsinSupportIssues
Asthecryptocurrencyecosystemcontinuestogrowandevolve,phishingattacksandattemptsatcompromisingyouronlineaccountsaresimultaneouslyincreasinginfrequencyandevolvingintheircomplexity.
ToensurethatourKrakencommunitydoestheirbesttokeepthemselvesandtheirKrakenaccountsassecureaspossible,weofferthefollowingadvice:
FollowSafeBrowsingPractices:DonotuseGoogleSearchoranyothersearchenginetolocateoursite.MakesureyouareonlynavigatingtooneofourtwoofficialKrakenwebsiteURLs:https://www.kraken.comorhttps://trade.kraken.com
Tip:BookmarkthesetwoURLswithinyourinternetbrowserandusethosebookmarkedlinkswheneveryouwanttoaccessoursite.
Readmoreinour2016warningaboutphishing.
EnableAccountSecurityFeatures:AllKrakenaccountholdersshouldsecuretheiraccountbyutilizingouravailablesecurityfeatures.Protectingyouraccountwithtwo-factorauthenticationisrecommendedforallusers.Learnhowtosecureyouraccounthere:
https://support.kraken.com/hc/en-us/articles/201396837-Securing-Your-Account.
Rememberthatit’salsoimportanttoprotectyouremailandmobilephoneaccountsashackerswilloftentrytocompromisethoseasawaytotakeoveryourcryptoaccounts.?Weencourageeveryonetore-readourblogpostfrom2016onmobilephonesecurity.
BewareofSocialEngineeringAttempts:IfyouhavebeencontactedbyanyoneclaimingtobeaKrakenSupportRepresentativeandareunsureaboutwhetherornotthatcontactwasmadebyalegitimateKrakenemployee,navigatetowww.kraken.comtoopenasupportticketviaourSupportpageorimmediatelycontactaLiveChatSupportteammember.
AtthistimeKrakendoesnotofferphonesupport.AnyadvertisementofaKrakensupportphonenumberisassuredlyascam(whichwewouldappreciateyoureporting).
GoalsforNextQuarter
AmoreintuitiveSupportCenterandregularlyupdatedguidearticleswillallowclientstomoreeasilyfindanswersontheirown.IncreasingthesizeofourchatteamwillmeanthatclientswhoneedtheassistanceofaninformedspecialistwillexperienceanearlyseamlessandimmediatetransitiontolivechatfromourSupportCenterorhomepage.
Weaimtocontinuetodeliveringexemplaryservicetoourclientswhile:
maintainingsolved-to-newticketsratiowhileminimizinganybacklog;improvingsatisfactionratings(ourcurrent94%isgreatbutwewanttodoevenbetter);improvingfirstresponseandtotalresolutiontimes;improvingthelivechatsupportbyaddingmoresupporttopicsandincreasingthetimezonecoverageoflivechatspecialistsfor24/7support;increaseoureffectivebandwidthbytrainingmorespecialistsinabroaderrangeofsupporttopics;andimprovingverificationtimesforTier4to2hours,Tier3to20minutesandTier2to5minutes.Giventhislistofgoalsforthenextquarterandbeyond,wearelookingtoexpandandstrengthenourteamtoachievetheseambitions.Specifically,weencourageapplicantswhocanfulfillourneedsfordiversetimezonecoverageandlanguageproficienciestoapplytoourgrowingteambyvisitingourCareerspage.
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親愛的Bit-Z用戶: 1.為更好的提升用戶體驗,Bit-Z將于香港時間2018年7月18日22:00-7月19日4:00進行平臺升級,期間將無法訪問、充幣、提幣和交易,請提前做好相應安排.
1900/1/1 0:00:007月22日,每100個DFT獎勵為22ndJulyairdroprewardsforevery100DFTs:0.238818+0.000005+0.000023≈1.85487月22日具體數據.
1900/1/1 0:00:00親愛的社區用戶: ?? FInsur自從開通“賬戶被盜險”并投入試運行以來,收到來自FCoin平臺及社區用戶的保費收入共計約631萬USDT.
1900/1/1 0:00:00Ng??idùngkínhm?n,T?15:00,ngày24tháng07??n15:00ngày25tháng7n?m2018(GMT+8).
1900/1/1 0:00:00親愛的Bit-Z用戶: Bit-Z場外市場將于香港時間2018年8月6日16:00下架LTC、MCO、NULS,流程如下:1.?場外未被鎖定的廣告將于香港時間2018年8月6日16:00撤銷.
1900/1/1 0:00:00DragonEx8月3日活動盤點 今日活動中幣種 AGI:7月26日15:30-8月03日15:30ZEN:7月27日11:00-8月04日11:00BLZ:7月30日15:30-8月07日15.
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