In This Case Study
After launching in 2016, Coinstop quickly became Australia’s leading cryptocurrency hardware wallet provider. However, the rapid growth left them struggling to manage the number of inquiries they received and respond to all of their potential customers. They were providing customer support using a single email account shared by the entire team. Things began falling through the cracks, leaving both customers and agents frustrated.
Kayako’s customer service software made it easy for CoinStop to implement omnichannel support. Now, agents can easily track and respond to every conversation. Customers get fast answers to all of their questions, and agents have clear visibility into who is assigned to each ticket.
With Kayako, Coinstop was able to:
- Reduce average response time
- Manage a higher volume of tickets with the same number of agents
- Improve collaboration between departments
- Provide omnichannel support
See How Coinstop Manages More Tickets With Fewer Resources