Phrases like “consumer obsessed” and “client-centric” get thrown round quite a bit today. At Kraken, these are extra than simply buzzwords.
Since launching over 11 years in the past, the help expertise of our shoppers has been a basic differentiator at Kraken. Consumer help led by crypto-passionate specialists from around the globe has been, and can proceed to be, a basic a part of our mission.
Very like our industry-leading security and engineering practices, our deal with the consumer expertise just isn’t one thing we frequently boast about. As an alternative, it’s one thing we’re dedicated to constantly enhance.
Between the Kraken Learn Center, Kraken Support, and our quite a few crypto consultants, we’ve made it straightforward so that you can transition into the crypto ecosystem.
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 Customer Centricity Awards. We have been additionally finalists within the “Greatest Buyer Expertise Workforce” and “Greatest Worker Expertise” classes.
Let’s take a look at a number of of the consumer expertise requirements which have helped us earn our popularity as probably the most supportive associate in your crypto journey.
The Kraken Assist 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 constantly place the very best 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, wherever, can perceive.
Past our stay chat, voice, and electronic mail help specialists, we embed ourselves the place the discussions about the way forward for crypto are happening. You’ll often see us answering shoppers’ questions throughout all the most important social media platforms and offering solutions that help their crypto journey.
If 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 consumer satisfaction rating of 93%.*
Crypto by no means sleeps. Neither will we.
With regards to your monetary freedom, there may be by no means a time off. As you embark on that journey, regardless of the place you’re on the planet, you’ll desire a Kraken crypto specialist by your aspect.
Now we have by no means been an organization that expects the world to adapt to our means of doing enterprise. Fairly, we adapt to help you. Kraken Assist hires specialists from around the globe, able to reply your country-specific questions. Our specialists communicate greater than 13 languages, so you will get the solutions you want, while you want them, within the language you like.
Our Assist group is offered on the telephone, 24/7. Why? Certain, we host tons of of articles that reply potential questions on crypto. However, we perceive that you may want another person to elucidate the following step in your crypto journey.
Listening and studying from our shoppers
At Kraken, we perceive that you just depend on our services to empower your monetary freedom. We recognize your suggestions and use it to enhance Kraken. You possibly can at all times inform us straight should you uncover methods through which we may enhance our instruments and methods.
We prioritize the suggestions you present to our help group and champion it inside Kraken to make enhancements that you just, our shoppers, count on. Whether or not you’re searching for new funding strategies, cryptoassets, or superior buying and selling options, we’re at all times listening and we are going to implement your concepts wherever doable. If you inform us what you want, we attempt our greatest to pay attention and reply by implementing the in-demand options you need.
On this means, Kraken Assist is way over solely a “contact heart” or consumer help group that solutions your questions or guides you thru a course of. At Kraken, Assist is a forward-looking instrument for product growth that performs a basic position in enhancing our consumer expertise.
In spite of everything, you probably have a query a few course of or an thought a few new performance, there are thousands and thousands of others that might profit from this as nicely.
No end line on the journey to monetary freedom
In our pursuit to supply the very best services that join all elements of the crypto ecosystem, there isn’t any remaining vacation spot. That is why we attempt 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, expertise, processes, and requirements that enable us to raised serve our shoppers. We leverage your suggestions, seek for new efficiencies, and make selections based mostly on what we imagine will ship the very best expertise for you.
If a brand new course of could make our response time shorter or our shoppers happier, we are going to attempt to make use of that new normal.
On the finish of the day, we’re folks with a ardour for cryptocurrency, identical to you, and we need to associate with you in your crypto journey.
Want extra proof?
Head over to Kraken’s Support page to see how we help you at each step of your crypto journey.
*Satisfaction rating outcomes from Kraken’s personal consumer satisfaction survey outcomes gathered after consumer interactions