Phrases like “shopper obsessed” and “client-centric” get thrown round quite a bit lately. At Kraken, these are extra than simply buzzwords.
Since launching over 11 years in the past, the assist expertise of our shoppers has been a basic differentiator at Kraken. Consumer assist led by crypto-passionate specialists from world wide has been, and can proceed to be, a basic a part of our mission.
Very similar to our industry-leading safety and engineering practices, our give attention to the shopper expertise is just not one thing we frequently boast about. As an alternative, it’s one thing we’re dedicated to constantly enhance.
However don’t simply take our phrase for it.
We’ve been lauded by client-obsessed organizations everywhere in the world. Most lately, we earned first place within the “Buyer Success” class on the European Buyer Centricity Awards. We had been additionally finalists within the “Finest Buyer Expertise Crew” and “Finest Worker Expertise” classes.
Let’s take a look at a number of of the shopper expertise requirements which have helped us earn our fame as essentially the most supportive accomplice in your crypto journey.
The Kraken Help distinction
At Kraken, our aim is to supply a secure, collaborative, and clear expertise for our shoppers. To ship on this, we acknowledge the necessity to persistently place the perfect pursuits of our shoppers first. We use a number of instruments to show what is commonly perceived as an intimidating and irritating crypto expertise into one thing that anybody, anyplace, can perceive.
Past our stay chat, voice, and electronic mail assist specialists, we embed ourselves the place the discussions about the way forward for crypto are going down. You’ll recurrently see us answering shoppers’ questions throughout all the foremost social media platforms and offering solutions that assist their crypto journey.
While you do attain out to us straight, 90% of stay chat messages obtain a response inside 30 seconds. This degree of responsiveness has helped us earn a shopper satisfaction rating of 93%.*
Crypto by no means sleeps. Neither can we.
In terms of your monetary freedom, there’s by no means a break day. As you embark on that journey, irrespective of the place you’re on this planet, you’ll desire a Kraken crypto specialist by your aspect.
We have now by no means been an organization that expects the world to adapt to our method of doing enterprise. Quite, we adapt to assist you. Kraken Help hires specialists from world wide, able to reply your country-specific questions. Our specialists converse greater than 13 languages, so you may get the solutions you want, while you want them, within the language you favor.
Our Help staff is out there on the cellphone, 24/7. Why? Positive, we host a whole lot of articles that reply potential questions on crypto. However, we perceive that you may want another person to clarify the subsequent step in your crypto journey.
Listening and studying from our shoppers
At Kraken, we perceive that you simply depend on our services and products to empower your monetary freedom. We admire your suggestions and use it to enhance Kraken. You possibly can at all times inform us straight for those who uncover methods by which we might enhance our instruments and programs.
We prioritize the suggestions you present to our assist staff and champion it inside Kraken to make enhancements that you simply, our shoppers, count on. Whether or not you’re in search of new funding strategies, cryptoassets, or superior buying and selling options, we’re at all times listening and we’ll implement your concepts wherever potential. While you inform us what you want, we attempt our greatest to hear and reply by implementing the in-demand options you need.
On this method, Kraken Help is way over solely a “contact middle” or shopper assist staff that solutions your questions or guides you thru a course of. At Kraken, Help is a forward-looking software for product improvement that performs a basic function in enhancing our shopper expertise.
In spite of everything, in case you have a query a few course of or an concept a few new performance, there are thousands and thousands of others that may profit from this as effectively.
No end line on the journey to monetary freedom
In our pursuit to supply the perfect services and products that join all components of the crypto ecosystem, there isn’t a closing vacation spot. For this reason we try to constantly evolve, adapting to our shoppers’ wants and discovering extra methods to listen to and implement your suggestions.
It’s additionally why we proceed to spend money on the folks, know-how, processes, and requirements that enable us to higher serve our shoppers. We leverage your suggestions, seek for new efficiencies, and make choices based mostly on what we imagine will ship the perfect expertise for you.
If a brand new course of could make our response time shorter or our shoppers happier, we’ll try to make use of that new commonplace.
On the finish of the day, we’re folks with a ardour for cryptocurrency, identical to you, and we wish to accomplice with you in your crypto journey.
Want extra proof?
Head over to Kraken’s Help web page to see how we assist you at each step of your crypto journey.
*Satisfaction rating outcomes from Kraken’s personal shopper satisfaction survey outcomes gathered after shopper interactions