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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.

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Policy & Regulation·

Aug 21, 2023

Korean Prosecutors Allocate $734K Budget for Crypto Crime Investigations

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Policy & Regulation·

Apr 12, 2023

Bitmain Fined by Chinese Authorities for Tax Irregularities

Beijing-based cryptocurrency mining firm Bitmain has reportedly violated tax regulations in China, with local authorities imposing major fines. According to the reports, Bitmain has failed to pay personal income taxes amounting to $2.4 million, which has led to a penalty of $3.7 million from the Beijing Municipal Office of the State Administration of Taxation. Leading mining equipment manufacturerBitmain Technologies is one of the biggest cryptocurrency mining equipment firms in the world, established in 2013. The company is renowned for its reputation as a manufacturer of crypto mining equipment and solutions. Reports suggest that Bitmain was compelled to end its operations in China in October 2021 as a direct result of the blanket ban on cryptocurrencies that was issued by the Chinese government in September 2021.However, despite these regulatory challenges and the bear market in the cryptocurrency industry in 2022, the company has reportedly continued to achieve success in its business. Bitmain’s latest Antminer product sold out within a minute in December, despite the declining profitability of cryptocurrency mining. On Tuesday, it emerged that North American crypto miner CleanSpark had acquired 45,000 Bitmain Antminers, doubling its mining capacity.The company’s founder, Jihan Wu, established a $250 million fund in September 2022 to help the mining industry during the difficult crypto winter. Following his departure from Bitmain in 2021, Wu established Bitdeer, a new cryptocurrency mining company that served as a spin-off of Bitmain. Crypto crackdownThe fine imposed on Bitmain highlights the continued scrutiny of the crypto industry in China. The country has taken steps to crack down on the crypto market, particularly going after the mining industry. China has banned crypto mining, though it still takes place via underground operations. One major headline in recent weeks related to the fact that a former Chinese Communist Party (CCP) secretary helped a crypto mining operation operate. One China court also ruled that cryptocurrency mining affects the climate negatively.Despite the crackdown, China is making headway with its digital yuan, a central bank digital currency (CBDC). The country continues to run pilots for the CBDC, each more extensive than the last. As China’s digital yuan gains momentum, it has been speculated that the country may use it as a tool to further restrict the use of decentralized cryptocurrencies.Companies operating in China will have to keep a close eye on their operations, especially since the country does not take a favorable stance towards crypto. Hong Kong hubHowever, Hong Kong is opening up to the crypto industry and is attempting to become a crypto hub. The Hong Kong government recently launched a regulatory framework for crypto exchanges, making it easier for crypto businesses to operate within the city. This move has attracted a significant number of crypto firms to relocate to Hong Kong from mainland China.Bitmain’s $3.7 million fine imposed for violating tax regulations in China is a clear sign that the scrutiny of the crypto industry in the country is still prevalent. Despite the challenges and uncertainties, the company has continued to achieve success in its business, and the industry’s regulatory landscape is continuously evolving. Companies in China will have to ensure compliance with all relevant regulations, while also exploring opportunities to operate in crypto-friendly jurisdictions like Hong Kong.

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Web3 & Enterprise·

Dec 29, 2023

Filipino exchange Coins.ph adds BRC-20 support

Coins.ph, the leading crypto exchange in the Philippines, has announced its support for BRC-20 tokens. As part of that move, the exchange has successfully integrated the ORDI token, thereby becoming the inaugural platform in the country to embrace the BRC-20 standard. The platform clarified its support for BRC-20 in a recent blog post, which it published to its website. Coins.ph revealed its intention to expand its services further by adding support for additional BRC-20 tokens, showcasing a forward-looking approach to cater to the evolving needs of its user base. BRC-20 is a standard facilitating the creation of fungible tokens on the Bitcoin blockchain. The inclusion of this technical standard allows for the minting of tokens with unique features, introducing a new dimension to the capabilities of the world's flagship cryptocurrency.Photo by Kanchanara on UnsplashORDI memecoin additionORDI stands out as one of the most popular BRC-20 tokens, gaining traction and reaching an all-time high above $81 earlier this week. This surge in value followed the addition of trading support by crypto exchange Binance in early November, underscoring the influence of strategic partnerships and market dynamics on token performance. Wei Zhou, CEO of Coins.ph, expressed the company's commitment to staying at the forefront of digital asset innovation through this strategic move. Highlighting the remarkable growth in BRC-20 activity since its launch earlier in the year, Zhou emphasized the importance of enabling users to participate in these opportunities. He mentioned the recent listing of $ORDI and hinted at future product offerings enabled by the BRC-20 standard. Industry trendWhile coins.ph may have been the first exchange in the Philippines to introduce BRC-20 support, it's not the first mover in the broader Asian region. Back in May, leading crypto exchange OKX decided to support the BRC-20 standard through its OKX Wallet product. The company’s support of the standard was validated more recently when it emerged that BRC-20 support played a large role in OKX NFT Marketplace taking top rank as the NFT marketplace with the greatest trading volume earlier this month. Seychelles-based crypto derivatives platform Bitget has also identified the associated growth potential. Earlier this week, the platform unveiled a plan to support development within the Bitcoin ecosystem, inclusive of BRC-20. The fusion of ordinals and BRC-20 enables users to embed images, texts or audio, among other data, into satoshis—the smallest units of BTC. Bitcoin community controversyAmidst these developments, concerns have been raised by Bitcoin core developer Luke Dashjr. On Dec. 6, Dashjr disclosed that developers are working to remove Bitcoin inscriptions before the v27 update scheduled for the next year. This would imply the elimination of ordinals and BRC-20 from the Bitcoin landscape. Dashjr clarified that Bitcoin Core has allowed users to set limits on extra data size in transactions since 2013 through the "datacarriersize" setting. Despite this, inscriptions have found a way to bypass the limit by obfuscating their data as program code. He reassured the community that a recent bug in Bitcoin Knots v25.1 has been fixed, addressing concerns about vulnerability.

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