Top

Coinone reports decline in customer inquiries due to improved user convenience

Web3 & Enterprise·November 07, 2023, 9:47 AM

Korean crypto exchange Coinone revealed on Tuesday (local time) that the number of customer inquiries sent to its support center has nearly halved since it began introducing various updates to boost user convenience in the second quarter of this year. The exchange explained that it has been consistently collecting and analyzing customer feedback and then applying these insights to enhance its products and services.

Photo by Petr Macháček on Unsplash

 

Taking initiative to improve user experience

A recent analysis of voice of the customer (VOC) data collected by the support center up until this year’s third quarter showed that the overall volume of inquiries began to decrease in Q2, and the total number of inquiries in Q3 subsequently decreased by 24.7% compared to Q2. Notably, in September, the inquiries decreased by a whopping 45.5% compared to April. This translates to an average monthly decrease of about 11%.

This trend can be attributed to ramped-up efforts for product convenience starting in Q2, which has had a positive impact on reducing customer inquiries. Earlier in May, during a short period of transition when Coinone changed its affiliated bank from Nonghyup Bank to KakaoBank, the exchange released notices with relevant information regarding transactions, deposits and withdrawals that made it easier for customers to navigate the transition. The number of related inquiries subsequently decreased by 86%.

Furthermore, in June, queries regarding password recovery and mobile device authentication reset decreased by 58% and 65%, respectively, after Coinone provided simple guidelines for inactive customers to reset their passwords without having to contact the support center. Submissions to the support center for assistance with fiat deposits and withdrawals also dropped after the exchange added Naver as a channel for two-factor authentication (2FA) to its account setup system.

 

Additional updates

Other noteworthy updates include the Coinone app version 3.0, which came with a new updated interface with five tabs — transactions, trading prices, charts, market prices and other information — for users to explore.

More to Read
View All
Web3 & Enterprise·

Oct 19, 2023

GDAC Joins Hands with Bitgo to Fortify Crypto Wallet Security

GDAC Joins Hands with Bitgo to Fortify Crypto Wallet SecurityCryptocurrency trading platform GDAC, which is operated by South Korean blockchain fintech company Peertec, revealed on October 19 (local time) a partnership with crypto wallet provider Bitgo. This collaboration aims to bolster the security measures for the exchange’s wallets.Bitgo, headquartered in Palo Alto, California, and backed by investment bank Goldman Sachs, is renowned for its secure wallet solutions. As a qualified custodian for digital assets across various jurisdictions such as the United States, Switzerland, and Germany, Bitgo has been serving more than 1,500 institutional clients in over 50 countries since 2013. The company also touts that it processes about 20% of all on-chain Bitcoin transactions by value.Photo by Shubham’s Web3 on UnsplashBitgo’s growing presence in KoreaBitgo’s latest partnership with GDAC isn’t its first venture in the Korean market. Just last month, the company entered into a strategic partnership with Hana Bank, one of Korea’s leading banking institutions. This collaboration aims to drive the development of security solutions, foster technical cooperation, and even explore a potential joint venture in the future.With this collaborative initiative, GDAC is now a partner of two major digital asset custodians: Bitgo and Fireblocks. Through this cooperative network, the Korean exchange seeks to take a leading role in enhancing security as a virtual asset service provider (VASP). In May, GDAC launched a mobile application where users can seamlessly enjoy all of its crypto services, including exchange, custody, and staking.Han Seung-hwan, CEO of GDAC, said that the company places the utmost priority on bolstering its security technology and ensuring the secure storage of customer assets. He added that having solidified its position as an exchange dedicated to institutional clients, GDAC will focus on delivering customer-centric, high-quality services.

news
Web3 & Enterprise·

Jul 26, 2023

Bitget Achieves 20M Users With Wallet Integration Driving Trading Volume

Bitget Achieves 20M Users With Wallet Integration Driving Trading VolumeSeychelles-based cryptocurrency derivatives exchange, Bitget, has experienced remarkable growth in the first half of 2023 surpassing 20 million users, driven by the successful integration of its recently acquired self-custodial wallet service, now renamed Bitget Wallet.Photo by Mike Hindle on UnsplashTop four exchangeThe wallet integration has propelled Bitget into the ranks of the four largest cryptocurrency exchanges by trading volume.According to a second-quarter report by Beijing-headquartered crypto research firm TokenInsight, the top four exchanges collectively account for 85% of the total market trading volume. Binance dominates the market with a 52% share, followed by OKX (15.13%), Bybit (10.6%), and Bitget (8.1%), securing its position among the industry’s leading players.$60 billion spot trading volumeBitget’s Q2 report, released on July 18, revealed that the platform’s spot trading volume surpassed $60 billion, with futures trading reaching a staggering $606 billion. Notably, research by blockchain analytics firm Nansen showcased Bitget as the only exchange to witness an increase in futures trading volumes in the six months following the collapse of FTX.The exchange attributes part of its impressive Q2 performance to the introduction of copy trading, a feature enabling users to emulate the trading strategies of select traders. This innovation proved highly successful, attracting 29,700 new elite traders and 169,800 followers, generating $33 million in profits by mid-2023.Bitget, aligning with leading exchanges like Binance, has released its proof-of-reserves to assure users that it maintains reserves exceeding 100% of all assets on the platform, including Bitcoin (BTC), Ether, Tether, and USD Coin. At the time of publication, the exchange’s current reserve ratio, calculated by dividing the platform’s assets by users’ assets, stood at an impressive 223%. According to that data, the crypto platform is claiming a debt-free status for the business.Regional expansionAs part of its expansion strategy, Bitget has obtained virtual asset service provider registration in Poland and Lithuania in 2023, solidifying its presence in Europe. Additionally, the exchange has announced plans to establish a hub for its operations in that region.Last week, it announced that it was also targeting the Middle East and North Africa (MENA) as part of its expansion plans. To support that effort, it has opened an office in Dubai in the United Arab Emirates (UAE) and hired 60 employees with plans on hiring up to 60 more over the course of the next two years.Crypto loans have been an area that has seen major failures within the sector over the last couple of years. However, this isn’t holding Bitget back from getting involved. Earlier this month, it announced the launch of its crypto loans product, which is aimed at market participants who are seeking alternative funding solutions, backed by digital assets.With Bitget’s rebranding efforts following the BitKeep acquisition and its exceptional growth in user numbers and trading volumes, the exchange is making a concerted effort to position itself so as to effect a global expansion strategy. As the market evolves further, it will be interesting to see how the crypto trading market settles, given that there are now a number of firms in the space actively vying for that business.

news
Policy & Regulation·

Jun 20, 2023

Non-Fiat Crypto Exchanges in Korea Urge Banks for Real-Name Accounts

Non-Fiat Crypto Exchanges in Korea Urge Banks for Real-Name AccountsThe Virtual Asset Exchange Association (VXA) made an announcement today regarding its recent due diligence request sent to 12 South Korean banks, as reported by local news outlet Digital Today. These banks have not yet entered into contracts to provide real-name deposit and withdrawal accounts to cryptocurrency exchanges.VXA is a group comprised of representatives from ten non-fiat crypto trading platforms in the country. Among its members, eight exchanges–Aprobit, Probit, BTX, Foblgate, GDAC, Flata Exchange, Flybit, and High Block (previously known as Huobi Korea)–participated in the request.Photo by Eduardo Soares on UnsplashPartnerships with banksThe objective of the request is to urge the banks to consider establishing partnerships with competent non-fiat exchanges. The requesters argued that such collaborations would promote fair trading in the market and provide customers with more options. They highlighted the growing presence of the virtual asset trading sector in the capital market.Uneven crypto marketAn official from VXA emphasized the key role played by real-name bank account issuers in creating a healthy environment that addresses the existing monopoly in the Korean crypto market. According to a March report published by the Financial Services Commission, non-fiat crypto trading platforms accounted for only 3 percent of the total Korean crypto market capitalization during the second half of 2022. The remaining 97 percent was attributed to fiat-supporting crypto exchanges.The official further explained that allowing more exchanges to support the trading of the Korean won currency would contribute to shaping a free market while bolstering transparency and investor protection.Legal requirementsEarlier this month, VXA also sought fair due diligence from five Korean banks that have already formed partnerships with fiat-supporting crypto exchanges. In Korea, crypto trading platforms are required by law to obtain real-name accounts from banks in order to provide cash deposit and withdrawal services.

news
Loading