Customer service teams: the direct link between your company and the Blockchain community
What’s more important than taking good care of customers?
Customer Service is the direct link between you, your customers and your company. Exceptional customer care teams build real relationships with customer, are empathic and care deeply about client feedback.
Good customer care is key to the success of your business.
In the Blockchain industry, customer service teams have supported cryptocurrency users and helped them understand the underlying technology and how to best use these products for their needs.
Customer Support in the early bitcoin days
Early-stage Bitcoin startups did not have customer service teams as the market was too small to require support. Most users would exchange information and ask for advice between themselves or on online communities such as bitcointalk.org or the respective subreddits of the bitcoin companies (eg reddit.com/r/bitwala).
The first customer support teams have truly driven wider adoption of cryptocurrency by making cryptocurrency easy-to-use and therefore accessible to anyone who expressed an interest.
Today, with the constant development of new cryptocurrencies and innovative products, customer service agents are a key figure in helping people and businesses understand the benefits of cryptocurrency and how blockchain technologies offer and provide guidance to everyone on how to use these products.
“Seeing the Bitwala product work is actually one of the most fulfilling parts of the role and also seeing how interested people from all backgrounds are. We get queries from all over the world. Young, old, all wanting to get involved.” — Markus, Customer Service Specialist at Bitwala
Customer Support at Bitwala
A typical day in the life of the Customer Service department at Bitwala consists of daily stand-ups, interaction with customers, data analysis and most importantly reporting valuable customer feedback to the product team.
The product team includes the feedback in user stories, a list where the product suggestions and improvements are gathered and discussed for potential implementation.
The constant feedback that customers have been providing throughout the years to cryptocurrency startups on products, services and technology has been fundamental in writing the story of crypto and for taking us where we stand today with increasingly high functional cryptocurrency products.
“I think that Customer Support can play a big role in helping the information regarding blockchain tech become more widespread and make it easier to get involved in the crypto world by providing assistance and using language that is easy to comprehend. I believe we are truly bridging that gap. We are extremely thankful to our customers for providing such brilliant feedback!” — Paulina, Customer Service Specialist at Bitwala.
Why new hires at Bitwala need to sign up for a Customer Support Rotation
Every new Bitwala employee during the onboarding phase needs to do a Customer Service onboarding, we call it Customer Service Rotation.
The purpose of customer service rotation is to have new employees understand how the customer service team operates, get to know our customers and understand their main needs and pain-points about the product.
“What is good customer service? Well, you will surely recognise it once you experience bad customer service.” Julian, Head of Customer Service at Bitwala
Staying close to customers needs, wishes and being able to understand what success means for them when using our products, whether it is trading Bitcoin or the online banking features is what makes us thrive.
We want to build trust with our customers, as we really care about them and want to support them as much as we can when using our product.
Customer support at Bitwala does more than just answer questions, it is on a bigger mission: to grow the usage of cryptocurrency throughout the world and to empower customers to use new financial tools to improve their lives.
Ain’t no mountain hire enough: Interested in new Customer Support opportunities? Check out our openings here:
