The State of Kraken Client Services – 18Q2_THE:Simsland

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:

盧加諾市聯合Tether與Plan ?論壇發布新一批門票:9月4日消息，Plan ?論壇組織者、合作伙伴和贊助商宣布了備受期待的活動，發布了新一批的補貼門票，為想要了解比特幣的愛好者帶來更多機會。該批次將提供給比特幣愛好者、建設者和學生，以便他們能夠首次在舞臺上看到世界級的演講者名單，其中包括Stella Assange和Gabriel Shipton等。

門票供應有限，參與者可以通過Plan ?Forum網站購買通行證。[2022/9/4 13:07:42]

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

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

數據：The Sandbox將于8月13日解鎖約3.7億枚SAND，約占總供應量的12%:8月11日消息，據token unlocks數據顯示，The Sandbox的LAND代幣將于北京時間8月13日16:00解鎖372715715枚SAND，占總供應量（30億枚）的12.424%。

其中，公司儲備解鎖83,785,715枚，顧問解鎖50,400,000枚，團隊解鎖71,250,000枚，基金會解鎖40,200,000枚，戰略銷售解鎖24,000,000枚和種子輪銷售解鎖103,080,000枚。[2022/8/11 12:17:52]

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

Synthetix預計下周為sDEFI指數添加SUSHI、1INCH和BNT:2月14日，合成資產發行平臺Synthetix官方宣布，社區已發起最新提案，計劃更新DeFi指數sDEFI以及iDEFI指數的資產組成。sDEFI將添加SCCP（即可配置的更改）功能。同時，sDEFI指數將添加SushiSwap（SUSHI）、1inch（1INCH）和Bancor（BNT）三種資產，并刪除Nexus Mutual錨定幣wNXM。官方表示，更新sDEFI和iDEFI指數資產組成是為順應和跟蹤DeFi領域創新發展。該提案預計將于UTC時間周二或周三推出。現有s/iDEFI指數持有人將以相同的價格持有新的s/iDEFI指數。如果用戶不想持有該指數中列出的新組合，需在UTC周二之前撤出資產。[2021/2/14 19:45:24]

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

聲音 | The Block分析師：幣安6月份交易量創歷史新高，今后幾個月將具有挑戰性:The Block分析師Larry Cermak發推文稱， 幣安6月份的交易量超過了600億美元，創歷史新高。其5月和6月的交易量（約1250億美元）高于前四個月的總和；在成立不到兩年的時間里，幣安共賺得了7.33億美元； 幣安第二季度的凈利潤很可能會超過1億美元，甚至高達1.5億美元； 將有1600萬枚（現值約5.39億美元）未解鎖的BNB作為每年期權計劃分發給團隊，如果團隊成員出售其新持有的BNB，可能會產生嚴重的拋售壓力。趙長鵬暗示，部分即將解鎖的團隊BNB可能會被焚毀； 今后幾個月對于幣安來說將具有挑戰性。 美國用戶占其總交易量的20％左右，但美國用戶從9月12日起將不能在該交易所進行交易。[2019/7/9]

Thefeedbackbelowhasnotbeenalteredexcepttocorrectgrammarandredactanypersonalinformation.

IwouldliketothankyouguysforprotectingmyinvestmentinKraken.Ifyoudidn’tfreezemywithdrawalssomeonewouldhavestolenallmymoney.IwillalwaysrecommendKrakentoallmyfriends.Thankyou.

Ididnothavetowaitforareplyandwaspracticallyhelpedonthespot.Within15minutesmyissuewassolvedandIcouldusemyaccountagain.Greatwork.

Supportisalwaystopquality.UsuallyIgetfastrepliesandanswerstomyemails.Problemsgethandledinaprofessionalyetheartfeltmatter.Ireallyfeelthepeopleinsteadofjustaformal‘customerservice’.Youguysmusthaveafunandprogressiveworkfloor.Thanks.

Ineverhadsuchapositivefeelingaboutahumanontheothersideoftheweb?Youhelpedalot,andyoudoitwithstyle.Ifevereveryoufindyourselfin,pleaseletusknow,mywifeandmewouldbetrulygladtohaveacupofcoffeewithyou.Ineverwrotesomethinglikethisto“justsomebody”Ihopeyoudonotmind..

金色晨訊 | 扎克伯格：仍在就FB加密貨幣中的重要部分進行研究 Tether宣布已在EOS主網部署:1.投資巨頭Vanguard通過區塊鏈管理1.3萬億美元資產。

2.巴西將成立加密貨幣監管委員會。

3.G20將討論創建加密交易所注冊機構。

4.Tether宣布已在EOS主網部署。

5.美國SEC金融主管：ICO應可免于證券法。

6.安永公布“Nightfall”開源代碼。

7.扎克伯格：仍在就FB加密貨幣中的重要部分進行研究。

8.國際證監會組織發布規范加密資產交易平臺的咨詢文件。

9.俄羅斯央行行長：反對加密貨幣合法化，因其存在風險和波動性。[2019/6/1]

10/10KrakenhasbeenbyfarthebestexchangecustomerserviceI’veeverhad…Honestly,KrakenhassomeofthebestcustomerserviceI’vereceivedonlineperiod.

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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