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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·

Aug 28, 2023

BC Card Accelerates Launch of NFT Guarantees for Secondhand Luxury Goods Trades

BC Card Accelerates Launch of NFT Guarantees for Secondhand Luxury Goods TradesSouth Korean credit card issuer BC Card announced on Sunday that it has applied for two domestic patents for blockchain technology that will be used to issue digital guarantees for purchases of luxury goods, such as bags, watches, and more. These guarantees will be minted as non-fungible tokens (NFTs) that can later be accessed by buyers or sellers during secondhand trades, which often pose risks and uncertainty regarding product quality or authenticity.Enhancing trust and securityThese NFTs will be based on paper or digital payment receipts — which contain detailed information on purchase receipts, such as product names, payment amounts, purchase dates, and shop information — that a customer receives after purchasing goods at stores that accept BC cards.Photo by Towfiqu barbhuiya on UnsplashBecause the guarantees are stored on a blockchain, they are almost impossible to tamper with. BC Card anticipates that this service will offer advantages like boosted safety, convenience, and security for both buyers and sellers who wish to partake in transactions of secondhand luxury goods.In addition, the data distributed across servers eliminates concerns about data loss. To achieve this, BC Card plans to collaborate with telecommunications provider KT and BC’s subsidiary, VP, which specializes in electronic payment services.“Through this patent application, we expect to significantly enhance the trustworthiness of secondhand luxury goods transactions in Korea,” said Kwon Sun-moo, Director of the New Financial Research division at BC Card. “After the patents are registered, we plan to collaborate with companies under KT Group like KT Alpha as well as other distribution companies in a business-to-business-to-consumer (B2B2C) system.”Access through a digital walletCustomers can take a photo of a receipt with their phones or download it, then upload it to BC Card’s financial platform, Paybook. The photo is then converted into an image that is automatically stored as an NFT on the blockchain network.Once a seller registers a payment receipt for a product that they bought, then the subsequent NFT guarantee can be accessed or sent through their BC Card digital wallet — a feature that the company plans to launch soon — at any time during future transactions. This offers a convenient solution to the possibility of losing receipts, which traditionally requires manually downloading them again from the card company’s website or app.Revolutionizing secondhand tradeThis new technology could play a significant role in the booming resell and secondhand goods trading market, the company said. According to data from the Korea Internet & Security Agency last year, the domestic secondhand market has grown from a scale of KRW 4 trillion in 2008 to KRW 24 trillion in 2021 and is projected to exceed KRW 30 trillion this year.“Through the registration of payment receipts, we can analyze consumption patterns and even suggest improvements in spending habits to our customers,” Director Kwon highlighted.BC Card is also considering offering luxury appraisal and authentication services along with the future launch of the NFT service.

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Policy & Regulation·

Dec 04, 2025

U.S. seizes web domains tied to Burma-based crypto investment fraud ring

The U.S. Department of Justice said on Dec. 2 that it had seized the web domain tickmilleas.com, which was used to facilitate cryptocurrency investment fraud (CIF) schemes, adding to two others seized last month as part of actions against the same Burma-based network. According to the announcement, the domains were operated by scammers based in Kyaukhat, Burma, who presented the site as a legitimate investment platform in order to solicit deposits from victims.Photo by Markus Spiske on UnsplashPromises of high returns as baitVictims who reported the activity to the Federal Bureau of Investigation (FBI) indicated that the recently seized website displayed fabricated investment returns and showed purported deposits credited to their online accounts. These figures appeared during guided walkthroughs of falsified trades, creating the appearance of a functioning platform. The Justice Department said the domain seizures are among the first actions taken since it established its first district-level CIF strike force, known as the Scam Center Strike Force, three weeks earlier. The unit operates under the U.S. Attorney’s Office for the District of Columbia. According to the DOJ, the group behind the scheme is known as the Tai Chang scam compound. The network is described as being affiliated with the Democratic Karen Benevolent Army (DKBA) in Burma, Trans Asia International Holding Group Thailand Company Limited, and other entities. The U.S. Treasury listed these parties as specially designated nationals on Nov. 12, citing their ties to Chinese organized crime and their involvement in developing scam hubs across Southeast Asia. Russia probes crypto briberyWhile the U.S. case focused on fraud targeting individual investors, a separate development in Russia involved alleged corruption tied to cryptocurrency. DL News, citing a local media report, said Russian prosecutors are seeking to seize a portfolio of luxury assets linked to Georgy Satyukov, a fugitive former employee of the Ministry of Internal Affairs, after investigators concluded he had accepted illicit payments in Bitcoin and Ethereum, described as the world’s largest cryptocurrencies. Russian authorities allege that between March and October 2021, Satyukov received $184 million in Bitcoin and $30 million in Ethereum from operators of the failed WEX crypto exchange in return for shielding them from a criminal investigation. WEX had taken over the operations of the BTC-e trading platform in 2017. Investigators say Satyukov liquidated much of his cryptocurrency holdings and used the proceeds to purchase residential and commercial properties in several cities, as well as high-end cars, luxury watches, and jewelry. They have identified $29.6 million in assets believed to be linked to the alleged bribes, which could be transferred to the Federal Treasury if prosecutors win a conviction. The U.S. domain seizures and the separate corruption investigation in Russia illustrate the varied ways cryptocurrency has been implicated in recent criminal cases. Both developments underscore the continued attention authorities are giving to the risks surrounding digital assets. 

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Web3 & Enterprise·

Dec 05, 2023

Crypto.com unlocks regulated expansion through UK FCA licensing award

Crypto.com unlocks regulated expansion through UK FCA licensing awardSingapore’s Crypto.com has obtained an Electronic Money Institution (EMI) license from the Financial Conduct Authority (FCA) in the United Kingdom. The approval complements the platform’s existing status as a registered crypto-asset business, a milestone achieved in August 2022.Photo by Robert Tudor on UnsplashSet to expand product offeringIn a press release published to its website on Monday, the company outlined that the EMI license represents a pivotal step for the firm, empowering the exchange to issue and manage electronic money. This expansion goes beyond its initial crypto-asset business focus, which concentrated primarily on compliance with anti-money laundering (AML) and counter-terrorist financing (CTF) regulations.The regulatory nod came after Crypto.com underwent a comprehensive examination of its business and compliance practices, ensuring alignment with the stringent AML and CTF requirements in the UK.With this authorization in hand, Crypto.com is poised to introduce a range of e-money products tailored for the UK market. This move aligns the company with other cryptocurrency firms like Coinbase and Gemini, which have previously secured similar licenses.Notwithstanding that, while some other well-known platforms have struggled with recently introduced rules related to the marketing of crypto products and services in the UK, Crypto.com’s UK subsidiary company, FORIS DAX UK LIMITED, had successfully registered with the FCA in October.Building out global expansionWhile a trend has emerged in 2023 for crypto platforms to expand within regional markets around the world beyond the United States, Crypto.com has been following a global strategy for some time already. Last month, CRO DAX Middle East, a subsidiary company of Crypto.com, secured a license from the Virtual Assets Regulatory Authority (VARA) in Dubai to offer regulated virtual asset services.Earlier this year, Patrick Yoon, General Manager of Crypto.com’s Korean business outlined plans for expansion within that market, including the aspiration to obtain the banking relationship required in order to conduct virtual asset trading business in South Korea.Dutch licensing successEarlier in July, Crypto.com received approval from the Dutch central bank, De Nederlandsche Bank (DNB), to extend its cryptocurrency services in the Netherlands.This recognition places Crypto.com among the 36 cryptocurrency-related businesses approved by the Dutch central bank, joining major industry players like Coinbase Europe, eToro and Bitstamp. Notably, this approval followed Binance’s inability to secure registration in the Netherlands, leading to its exit from the country.Expressing enthusiasm about this achievement, Kris Marszalek, CEO of Crypto.com, emphasized the importance of the UK market for their business. He stated:“The UK has and continues to be a hugely important market for our business and the greater industry. We look forward to continuing to collaborate with a global regulatory leader in the FCA in our collective pursuit of responsible innovation for crypto.”Crypto.com’s global expansion strategy includes regulatory approvals in Singapore, France, Italy, Dubai and Australia. However, in a strategic shift, the platform discontinued its institutional exchange service for professional customers in the United States in June. Citing a decline in demand, this move aligns with the broader market conditions in the U.S., influenced by ongoing legal actions against major exchanges such as Binance and Coinbase.

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