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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·

May 15, 2023

Crypto Oasis Founder Thinks UAE Set Up For Crypto Success

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Policy & Regulation·

Nov 22, 2023

Korea’s KFTC launches blockchain-powered loan service for public servants

Korea’s KFTC launches blockchain-powered loan service for public servantsThe Korea Financial Telecommunications and Clearings Institute (KFTC) today launched a new blockchain-based loan service tailored specifically for public servants. This initiative is a collaborative effort with the Government Employees Pension Service (GEPS) and involves five banks: BNK Kyongnam Bank, Busan Bank, Woori Bank, Kwangju Bank and Jeonbuk Bank.Photo by REDioACTIVE on PixabaySimplified loan processAdministered by GEPS, this loan program offers loans up to KRW 50 million (approximately $38,600) to government employees based on their projected retirement benefits and years of service. Leveraging the joint financial blockchain system, KFTC has established an infrastructure to issue and verify digital loan recommendation letters, simplifying the loan application process for public servants.Up until now, the loan application process has been cumbersome, requiring government employees to obtain a recommendation letter from GEPS and physically submit it at a bank branch. The new service streamlines this process by allowing them to apply for loans at bank branches or through mobile banking using digitized recommendation letters.More banks to joinKFTC and GEPS are set to increase the number of participating banks, allowing government employees to access loan services at a total of 10 banks. Furthermore, KFTC and GEPS intend to introduce additional financial products that utilize recommendation letters and verification processes underpinned by blockchain technology.The plan indicates that starting early next year, five additional banks will participate in this initiative. These banks are KB Kookmin Bank, Nonghyup Bank, Daegu Bank, Hana Bank and Korea Post.In a statement, KFTC stated its plans to further expand identification verification services within the financial sector, aiming to streamline the application processes for various financial products, including deposits and loans.

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Policy & Regulation·

Oct 10, 2023

Komainu Secures FCA Approval in Boost For Crypto Custody in the UK

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