Coinbase faced weeks of anger from users who say the exchange is slow to respond when they need help. Reports revealed that the frustration grew with a higher voice after breaching the main data revealed sensitive details of more than 69,000 customers. Now, the company returns to change how it is dealt with with support.
Four chickpeas plan to repair the service
The great director, Wes Griffiths, admitted that the clients were not satisfied. He announced a four -covers strategy aimed at fixing the relationship with users.
The first step is to get problems with the product itself before people need to seek help.
The second step will pay more automation and self -service options, as simple problems can be solved without contacting the agent.
The third part of the plan is to facilitate access to a real person when needed. Many users complained about stumbling in rings with Chatbots, and repeating their problems without getting real answers.
The fourth column focuses on the quality of direct support, with training and the best promised tools for employees. Coinbase says that fewer transportation between agents already helps customers to solve their problems faster.
We know that Coinbase's customer support has been criticized. We hear you, we are constantly improving and want to bring you all the way.
Here is how to make that happen:
1. Save customer time by repairing the problems of the product early and removing road barriers before they turn to …
-Wes-g.eth 🛡 (@jwesgriffith) September 19, 2025
Data breach anger
The reverse reaction reached a peak after the Taskus employee, who works in Coinbase, was accused of stealing and selling customer records.
According to reports, up to 200 client files were filmed per day and offered for sale. Names, phone numbers, email messages and even government identity images have been taken.
Coinbase confirmed that no passwords, special keys or money were touched.
The company ended the relations with the participants in the breach and is working closely with the application of the law. It is also moving towards establishing a US -based customer service center, a step that can help reduce dependence on external sellers.
Signs of early change
Based on the latest numbers, customer satisfaction was about 20 % in August compared to previous months.
The rate of communication transfers, when the client's condition is delivered between the agents, decreased to about 10 %. Coinbase says these early results show progress, but the effort is far from its completion.
Security and service remain under the lens. Organizers are still investigating, and users continue to ask whether the changes will stick over time. Many customers want to see faster response times and more transparency on how to track problems.
Coinbase is simple: Listen closely and respond faster. Whether the company can turn this pledge to permanent improvement, both customers and organizers will closely monitor.
A distinctive picture of money. Getty Images, tradingView graph
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