Update: Our Commitment to Supporting Coinbase Customers

In 2017, the cryptocurrency space experienced a profound uptick in mainstream awareness and growth. As part of that consumer demand for our services increased by 40x and we experienced transaction volumes in November and December of that year that grew by 295%. We viewed last year’s unprecedented growth as an opportunity to analyze our systems and build a plan to ensure we’re providing the level of service to our customers that meet the highest standards for support.We have been laser focused on improving the service experience for our customers and as part of that effort, I shared a 90 day plan to address the most pressing operational issues that were interfering with our ability to scale our customer support to meet demand. Today, we’re sharing the progress we’ve made and where we’ll go from here.

Over the last 90 days we have:
Increased our support team by over 150%
Decreased our average time to first response to < 10 hours for 95% of incoming volume today.
Because of these measures, we are able to resolve issues faster and have decreased the backlog by 95%