ORT:The State of Kraken Client Services – 18Q2

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:

Tether于以太坊上铸造10亿枚USDT:金色财经报道，whale-alert数据显示，稳定币发行商Tether于今日01:59:59在以太坊上铸造10亿枚USDT。[2023/3/25 13:25:36]

ourtradingengineatthetimehaddifficultieshandlingthehightradevolume;andourfiatfundingpartners,alsounpreparedfortheexplosionindemandbecameabottlenecktoresolvingissuesourspecialistscouldn’tkeepupwithnewaccountverificationsandincomingsupportrequests.Thecurrentvolumeofticketstooursupportqueueismoderatecomparedtopriorquarters.Wehaveseenashiftinfocusoftradingsupportticketsasclientsseekeducationonourplatformratherthanofferingtheircriticisms.Whilethesurgeisbehindusandwaittimesaredramaticallyreduced,afewofthethingswe’vedonetobebetterpreparedforthenextwaveinclude:

theintroductionofanewtradeenginethatwillbeupgradedandmaintainedonaregularbasis;addingnearly200security-mindedandknowledgeablespecialiststoourteamsincethebeginningoftheyear;increasingthenumberofspecialistsonlineatanygiventimetoenhanceoursupportcapabilitiesacrossallgeographicregionsandtimezones;re-introducinglivechattoinstantlyserviceclientrequestsstreamliningverificationsandmultiplebackendprocesses;andhelpingourfiatfundingandotherserviceprovidersoptimizeprocesses.KeyPerformanceIndicators(KPIs)&Accomplishments

Tether CTO：Tether本季度利润约7亿美元，超额储备将达16.6亿美元:3月24日消息，Tether首席技术官Paolo Ardoino表示，Tether在2023年第一季度将实现7亿美元的利润，并使得其超额储备（储备资金超出发行的USDT数额的部分）达到16.6亿美元。Paolo Ardoino称这是USDT超额储备资金首次突破10亿美元。[2023/3/24 13:24:18]

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

去中心化流媒体平台Theta Network即将进行v3.3硬分叉升级:3月7日，去中心化流媒体平台Theta Network即将进行v3.3硬分叉升级，将见证节点质押门槛从原先的200万THETA降低到20万THETA，从而使更多的社区成员可以成为见证节点，进一步提高Theta协议的去中心化程度。[2022/3/7 13:42:53]

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.

动态 | 以太坊已经成为Tether最主要发行平台，分析称USDT总流通量中至少有1亿的水分:根据Tokenview数据显示，USDT今年4月以后在以太坊上的需求量持续走高，从6月开始发行量超过其他公链，进入7月以来成为最主要发行USDT的公链。由于用户对以太坊USDT的需求持续走高，致使Tether近期在以太坊大量增发，用以替换Omni链的USDT。此前，Tether CTO曾在推特中解释道，近期Tether在以太坊新印的1亿USDT并非新入场的资金，而是为了将Omni链的USDT转移至以太坊所致，后续将会被销毁。分析师Aaron认为，增发的USDT尚未销毁，也就意味着目前USDT总流通量中至少有1亿的水分。[2019/7/9]

IwouldliketothankyouguysforprotectingmyinvestmentinKraken.Ifyoudidn’tfreezemywithdrawalssomeonewouldhavestolenallmymoney.IwillalwaysrecommendKrakentoallmyfriends.Thankyou.

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.

动态 | Ethereum公司联合创始人发布改进货币采矿者薪酬方式的提案:Ethereum公司的联合创始人维特利克·布特林(Vitalik Buterin)已经发布了一份改进货币采矿者薪酬方式的提案。他认为，目前的薪酬模式可以进行调整，使矿工和用户都受益。为此，他发表了一份相当广泛的文件，详细阐述了统一的价格拍卖如何能够取代当前的收费机制。[2018/7/10]

IhavebeenverysatisfiedwiththesupportandquickresponsesIhavereceivedfromtheteamandwouldliketonotethatincomparisontomyexperienceswithotherexchanges,Krakenhasbyfarandawaybeenthebest.

I’mgladIchosetouseKrakenasacryptoexchange.ThiswasnotmyfirsttimewhenIreceivedthesupportfromthesupportteam.Idon’tknowhowyoudoitbutbothtimesIhadthefeelingthatthissupportisreliable,personalandeffective.I’mnotworriedatallifIneedsupportwithmycryptosbecausetheproblemsaresolvedsoeasilyandsmoothly.

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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