How To Contact Coinbase Customer Support By Phone Number Let's learn how to contact support by using Coinbase phone number, and on the way understand what makes customer support great. Coinbase Instagram Story Ad - Portrait 9:16 - YouTube # No. 1. Knowledge base Nobody likes to contact support. Neither call nor write. It is always long and generall Show More...
How To Coinbase Customer Support By Let's learn how to support by using Coinbase and on the way understand what makes customer support great. Coinbase Instagram Story Ad - Portrait 9:16 - YouTube # No. 1. Knowledge base Nobody likes to support. Neither call nor write. It is always long and generally unpleasant. Even if you know that they will help you, you still don't want to go anywhere, because you are lazy, because you have to wait. If a client has a question, he wants to get an answer instantly. The ideal interface for this is to type a request in the search form on the site and find a ready answer in a minute. Right now and on your own. This is ideal support - organizing the information (knowledge base) so that the customer does not need to support. And not at all because the company is so profitable, but because the client is really better and more convenient. # No. 2. Independence No matter how conscientious the employee may be, he must have a clear understanding that his task is not to process the request as quickly as possible, not to give the maximum of answers, not to forward the problem to the manager or administrator, but to figure out the problem on his own, solve it and leave the client satisfied. Reward for fully resolved issues and deny bonuses for unnecessarily shifting problems (responsibility) to other employees. Similar to the appointment of a PCP in hospitals, client support should be associated with employees. Firstly, it will allow the support specialist to feel responsibility and independence throughout the entire customer service cycle, and not just within the framework of one issue. Secondly, this approach will help reduce the immersion of different employees in the "medical history" of one client. An employee's time should only be spent on real help, not on reading, listening, and understanding. So when someone asks himself how do I speak to someone at Coinbase, and although the support person acts on behalf of the company, they must introduce themselves to the customer and sign the response in person, and not on behalf of an abstract support person. For a client, support is a conversation with one live person, not with a service. To further encourage self-reliance, create a tip box on the site where customers can directly “thank” a particular employee for their help. Customer support, by the way, can be compared in many ways to serving in a restaurant. Remember your pleasant and unpleasant experience of communicating with waiters, draw analogies between these cases, and the service in your company. # No. 3. Involvement Whether the answer helped the client or not, it is important to always be aware of the client's experience. There should be a feeling that you were really taken care of, that some real person got into the problem and tried to help, that the company cared. There shouldn't even be a hint of a formulaic answer given by the robot. Even if in reality you use boilerplate responses (and this is normal when the flow of calls is huge!), The client should never, under any circumstances, feel this. An example of a response from the support team, compiled from the template Thank you - I apologize - I am sorry - Please let us know, should be used. Notice how just one sentence helps to leave a good impression of the answer. It is immediately obvious that someone was really aware of your question. Let's remove this single sentence and get a formulaic reply, for which, in principle, a person is not needed. And the robot would have done it. Always answer the question of why. If you refuse or cannot help, explain why. If you helped and solved the problem, please explain why it occurred. This is the key to a beautiful and human response. # No. 4. Wow effect Create not a support service, but a care service. Of course, this is not about renaming, but about the internal culture of work. Imagine that the client is your friend. Surely you will first help your friend figure it out, and then later on further clarify whether everything works, whether you like everything. The client should get the same feeling from communication with support. This will be a wow support! Wow, support and customer care are much more and more effective than a problem-solving tool. This is what makes customers start recommending your team to their friends and acquaintances. To experience such a support service, call Coinbase. Coinbase +☏ 1 Coinbase customer service Coinbase +☏ 1 Coinbase customer service Coinbase +☏ 1 Coinbase customer service Coinbase +☏ 1 Coinbase customer service Coinbase +☏ 1 Coinbase customer service Coinbase +☏ 1 Coinbase customer service Coinbase +☏ 1 Coinbase customer service Coinbase +☏ 1 Coinbase customer service Coinbase +☏ 1 Coinbase customer service
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