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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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Web3 & Enterprise·

May 15, 2023

LG Goes Further Down the Web3 Rabbit Hole with NFT Patent

LG Goes Further Down the Web3 Rabbit Hole with NFT PatentSouth Korean consumer electronics behemoth LG has delved deeper into the Web3 world, this time with a patent filing that would make NFTs more available to TV viewers.Enabling NFTs for the mass marketAccording to the filing, which was made with the World Intellectual Property Organization (WIPO), the electronics giant is seeking to acquire intellectual property protection on a capability to have a smart TV connect with an NFT market server.That ability would allow the user to then send, receive and display digital artwork. Furthermore, the consumer could complete purchases using an associated digital wallet, relative to NFT-based artwork that they would have the ability to browse through on their LG smart TV.While crypto and Web3 continue to garner a lot of attention, it can still seem sometimes that it exists in a bubble all of its own. Moves like this one from an organization as professional as LG are encouraging, as they demonstrate that LG believes that NFTs are going to be a part of the future, and most importantly, that they’re going to enable mass market participation and adoption.Blade WalletThis is not LG’s first venture into the world of NFTs. Last year, the corporation launched its very own NFT marketplace. Known as “LG Art Labs”, it enables users of US LG TVs that run the WebOS 5.0 operating system, to trade digital collectibles.Earlier this year, the firm launched the Blade Wallet, a third party audited, self-custody digital wallet which runs on the Hedera public ledger. That development has come out of a partnership that LG has developed with the Hedera Hashgraph platform much earlier in 2020. Just as with the Blade Wallet, the LG Art Labs NFT marketplace also runs on Hedera. To support these early stage products, LG itself has been a node operator on the Hedera network since 2020.This recent patent filing references an NFT marketplace and a digital wallet. As we’ve established, the corporation has already launched both of them already. All of that points to the electronics giant executing on a well thought through plan which will bring NFTs to the mass market.Broader interestLG isn’t going to have it all to itself. Samsung, yet another South Korean consumer electronics giant, has also dipped its toe in the water where NFTs are concerned. In January 2022, the company released an NFT marketplace on three of its TV models. That initiative was enabled due to its partnership with leading curated NFT marketplace, Nifty Gateway.Neither will the South Koreans have the consumer electronics-enabled NFT market all to themselves. Japanese consumer electronics conglomerate Sony filed a patent in March that will allow players of Sony products to access interactive Web3 gameplay. That application will be centered upon the use of NFTs also.Sony’s attempts to delve into the Web3 arena have been more recent. In February of this year, Sony Network Communications, its internet provider division, partnered with the project team behind the Astar blockchain in order to create an incubation program for companies who are working on NFT-based innovation and decentralized autonomous organizations (DAOs).Photo by Shubham Dhage on Unsplash

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Markets·

Mar 13, 2024

Korean banks see over $1.5B outflow in funds to crypto market

Recently, the top five Korean banks have seen a significant outflow of funds in their demand deposits – worth about KRW 2 trillion ($1.52 billion) – to crypto markets as local investors are rushing to withdraw their money from banks to invest in the crypto and stock markets. The recent surge of Bitcoin to KRW 100 million prompted the funds’ outflow, local media Etoday reported. This is a substantial turn from just a week ago, when these banks saw a KRW 23.5 trillion increase in their demand deposits just in a month.  The previous rise in demand deposits at banks, however, was also driven by local investors who used these accounts as a “station” to temporarily store their money for future crypto investments. These accounts are highly liquid, since users can deposit or withdraw funds at any time without incurring penalties from banks.Photo by Emile-Victor Portenart on UnsplashBank deposits flowing into crypto Data from the five banks –  KB Kookmin Bank, Shinhan Bank, Hana Bank, Woori Bank and NH Nonghyup Bank – show that their combined demand deposits totaled KRW 612.4 trillion on Friday, down KRW 2.2 trillion from late last month.  The crypto investing trend has prompted investors to withdraw their funds not only from demand deposit accounts, but also from fixed deposit and installment savings accounts. During the same period, the five banks’ fixed deposits saw a KRW 5.1 trillion decline from KRW 886.2 trillion to KRW 881 trillion, with installment savings decreasing by KRW 2.5 trillion, from KRW 33.2 trillion to KRW 30.6 trillion.  In particular, NH Nonghyup Bank, which offers real-name accounts to the crypto exchange Bithumb, has witnessed a decline of over KRW 2 trillion in its demand deposits over the past week. Shinhan Bank also reported an increase in dealing with more crypto assets.  Bullish crypto and stock market With Bitcoin prices hitting a new high, the U.K. bank Standard Chartered forecasts that Bitcoin could eventually reach $200,000 by 2025. The excitement around crypto has boosted the amount of cryptocurrencies traded against the Korean won across the top five crypto exchanges in Korea, reaching KRW 78 trillion.  Korean stock markets are also signaling a bullish sentiment, with the amount of investor deposits exceeding KRW 53 trillion this month. Investor deposits refer to customer deposits at securities companies saved for investment purposes or those left unclaimed after selling stocks.  Declining interest rates Meanwhile, local savings products with over 4% interest rates are no longer to be seen. According to the Korea Federation of Banks, a one-year savings product with the highest interest rate among the top five local banks offers an annual rate of 3.55%.  Online-only banks, which typically offer relatively higher rates than other traditional banks, are rapidly lowering rates on their saving products. The highest annual rate for Kakao Bank’s fixed deposits products stands at 3.5%, down by 0.1 to 0.2 percentage points depending on their maturity.  Kbank has also decreased rates for fixed deposits by 0.05 percentage points, lowering the rate for its flagship fixed deposits product from 3.7% to 3.65%. 

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Policy & Regulation·

Aug 09, 2023

UAE Forges Partnership to Develop Blockchain-Based Carbon Credit System

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