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·

Aug 25, 2025

DBS Bank enables crypto-linked structured note distribution

Singapore’s DBS Bank has announced the launch of the distribution of crypto-linked structured notes. The development will see structured notes tokenized on the Ethereum blockchain, with the product being made available to eligible non-DBS clients across three digital investment platforms and exchanges. In a press release published to its website on Aug. 21, DBS, the largest bank in Southeast Asia, disclosed that its tokenized structured notes would be made available to the investing public via ADDX, DigiFT and HydraX. These platforms have signed agreements with DBS to distribute its tokenized structured notes, which are debt securities that combine various types of financial products into one offering.Photo by Shubham Dhage on UnsplashFirst token distributionThe development marks a milestone for DBS insofar as it makes for the bank’s first-ever token distribution. The bank explained that the nature of the note means that investors are provided with a cash payout when cryptocurrency prices rise. In this way, the investor can build exposure to the asset class without having to directly manage any digital assets.While this is DBS Bank’s first token distribution, the bank had launched crypto-linked structured notes for its own eligible clients back in September 2024. DBS asserted that demand for the product has been strong, given that it enables investors to run advanced investment strategies related to their digital asset portfolios. ‘The next frontier of financial markets infrastructure’Commenting on the development, DBS Bank’s Head of Foreign Exchange and Digital Assets, Li Zhen, said that “asset tokenization is the next frontier of financial markets infrastructure.” He added that the tokenized product offering addresses a growing institutional appetite for digital assets. Singapore-based Ryan De Souza, APAC partnership lead at blockchain development firm Offchain Labs, described the product offering as an example of the fractionalization prophecy starting to play out. Access to this type of product would typically be available with a minimum investment size of $100,000. With the tokenization of the product, accessibility is increased given that minimum investment has been reduced to $1,000. Each tokenized note represents a fungible $1,000 share of the conventional structure note product. The development is also significant from the perspective of Ethereum. It demonstrates yet another instance of institutional adoption, which increases both liquidity and demand relative to ETH. Tokenized product offerings are likely to gain further momentum given that they bring greater transparency and efficiency by comparison with conventional offerings. DBS outlined that its clients executed in excess of $1 billion in trades involving tokenized structured notes and crypto options within the first half of 2025. Additionally, trade volumes related to these products grew by almost 60% from Q1 2025 to Q2 2025.Singapore-headquartered product distribution partner DigiFT recently partnered with crypto market maker GSR with the launch of its secondary over-the-counter (OTC) trading service for tokenized real-world assets (RWAs). Back in March, DigiFT announced plans to launch an on-chain index fund, backed by a tokenized stock portfolio. ADDX, another Singapore-based platform, had joined forces with OCBC Bank back in 2023 with a view towards facilitating the launch of a tokenized equity-linked structured note.

news
Web3 & Enterprise·

Dec 06, 2023

Paxful’s Ray Youssef heads up Noones financial app startup

Paxful’s Ray Youssef heads up Noones financial app startupNoones, a financial communication app launched in 2023, has officially appointed Ray Youssef as its CEO with a visionary goal of reaching a billion daily active Bitcoin users within the next seven years.Empowering Global South financial freedomThis announcement aligns with Noones’ mission to empower financial freedom in the Global South by streamlining the movement of money, liberating users from traditional banking constraints. Youssef believes that “Africa alone has the potential to make NoOnes a trillion dollar company but when you factor in the rest of the global south the sky’s the limit.”Founded on the belief that peer-to-peer systems constitute the world’s only true free market and that Bitcoin represents the new global financial architecture, Noones seeks to uplift individuals in Africa, Latin America and Southeast Asia.Startups in the digital assets space tend to be more international in nature than in any other sector. According to the firm’s LinkedIn, Noones is headquartered in Dubai. Notwithstanding that, many of its team appear to be Estonia-based while its website’s terms of service specify Panama as being the relevant jurisdiction, making for a truly international setup.Photo by Arpit Rastogi on UnsplashMoving on from Paxful turbulenceYoussef, the former CEO of peer-to-peer crypto platform Paxful and a seasoned expert in strategic planning, product innovation, growth hacking and operations management, brings his wealth of experience to lead Noones. Youssef’s tenure at Paxful, where he played a pivotal role in the company’s success, underscores his ability to drive transformative change in the fintech industry.However, Youssef’s departure from Paxful in April, amidst a legal dispute with Co-Founder Artur Shaback, marked a turning point. Paxful unexpectedly closed its operations amid a broader trend in the industry. Youssef attributed Paxful’s closure to the legal action initiated by Shaback, alleging a pursuit of significant financial gains. Shaback countered, stating that the dispute arose from differences in business direction and governance, accusing Youssef of migrating Paxful’s assets to his new venture, Noones.Promoting prosperity through bitcoinDespite the turbulence at Paxful, Youssef remains resolute in his commitment to leveraging Bitcoin for social good. While Noones, with its focus on decentralized financial opportunities, requires a Know-Your-Customer (KYC) onboarding process, Youssef continues to champion Bitcoin as a tool for poverty eradication and empowerment in the Global South.Noones, under Youssef’s leadership, aspires to simplify financial transactions and provide decentralized, borderless opportunities to its users. Youssef envisions Bitcoin playing a crucial role in promoting prosperity in the Global South, with Noones aiming to create an interoperable pan-African clearing layer. This initiative aims to elevate intra-African trade, bringing it to levels comparable to intra-European trade.In a statement, Youssef expressed his confidence in the transformative power of Bitcoin, stating:”For the past 8 years, I have fought for financial sovereignty for the Global South. Finally, I am glad to be able to fulfil the mission I began almost a decade ago. I’m confident that Bitcoin will play a crucial role in promoting the prosperity of our continent, and I’m thrilled and privileged to contribute to the company’s ambition and growth.”

news
Policy & Regulation·

Apr 28, 2025

Russian exchange raided against backdrop of cash-to-crypto ban proposal

Mosca, a cash-to-crypto exchange headquartered at the Moscow International Business Center, was subject to a raid carried out by the Russian authorities on April 23. The raid occurred in the immediate aftermath of a call from a member of the commission of the Public Chamber (OP) of the Russian Federation to ban crypto exchanges from facilitating the purchase of cryptocurrencies using cash.Photo by Egor Filin on UnsplashInvestigating fraudWhile attending the Blockchain Life 2025 event in Moscow, Mosca’s Head of Development, Dmitry Titarenko, confirmed to Cointelegraph that the rationale provided for the raid was that it was in connection with fraud perpetrated by one of its platform users. Titarenko added: “Law enforcement agencies have carried out a standard procedure of checking our customer data.” The raid occurred during the company’s attendance at the Blockchain Life conference. Mosca was a key conference participant, having established two stands at the event and winning an award for the best crypto exchange service. Reporting on the raid, local media outlet Baza said that it had been carried out in relation to fraud perpetrated against the former head of the Samara Region Development Corporation, Olga Serova. It explained that Serova had been conned into handing over 350 million rubles ($4.24 million) and $800,000 to the scammers.  Seven arrestsShe withdrew these funds from her bank at the end of last year, despite bank officials having tried to persuade her against the withdrawal for this purpose. The news outlet added that to date, seven people have been arrested in connection with the alleged fraud. The Mosca exchange service may be proving to be attractive to scammers as the platform allows users to buy up to 100,000 USDT per day using cash. Titarenko couldn’t confirm that the raid was carried out in connection with the Serova fraud case. He said that “maybe it was [in relation to] another client.”The exchange executive also confirmed that the company had been in the process of putting in place more resources to carry out anti-money laundering (AML) and know-your-customer (KYC) checks, together with a blacklisting system related to suspicious platform users. Cash-to-crypto ban proposalThe raid occurred within 24 hours of Yevgeny Masharov, a member of the commission of the Public Chamber (OP) of the Russian Federation, putting forward a proposal to ban crypto exchanges from receiving cash, making services like Mosca’s cash-to-crypto exchange illegal. According to state-owned Russian news agency TASS, Masharov said that such a move would “cause a large-scale blow to scammers, because it’s no secret that telephone scammers use crypto exchangers to withdraw cash.”Sergey Mendeleev, a well-known figure within crypto circles in Russia, told attendees at the Blockchain Life conference that such a cash-to-crypto ban would be an unwelcome development for the sector. If such a ban were to materialize, Mendeleev suggested that it would be an indication that the Russian authorities were turning away from the greater development of cryptocurrency in Russia. Last week, it emerged that Russia’s Ministry of Finance, in collaboration with the country’s central bank, plans to launch a crypto exchange for qualified investors. The central bank also confirmed plans to launch a digital ruble payment network in 2026.

news
Loading