At CoinSwitch our goal—every day—is to provide users with the best possible experience. Their problems are ours too. We even codified it as one of our six company values: Crazy About Customers. This series celebrates our customer champions… folks who went beyond their remit to delight a customer. Here’s Chapter 2:
Meet Prakash, an operations executive at CoinSwitch who truly embodies our core values and goes the extra mile to tackle our users’ challenges every day. Recently, we had the privilege of hearing from a customer who expressed heartfelt appreciation for Prakash’s help in resolving a complex issue. We caught up with Prakash to find out more.
What did the customer need?
One fine morning, I received a distress email from an elderly customer. He was a newly blessed father in a tight spot. He needed about ₹10,000 for his son’s medical bills.
His INR withdrawals on CoinSwitch had been disabled because he had not linked his PAN and Aadhaar—a regulatory requirement that unless fulfilled prevents customers from making financial transactions.
I realized it wasn’t just about the financial strain, it was a father’s plea; he wanted nothing less than the best for his son. I could sense the urgency in his voice as he explained his situation.
I was determined to go the extra mile and resolve the situation.
How did you figure out the right fix for the problem?
I figured out that the customer was struggling to link his Aadhaar and PAN. This is a regulatory requirement that a user has to fulfill when making financial transactions. But the elderly customer was not so well-versed with the process and had delayed this step. So I called him, explained why it is important, what the guidelines were, and guided him through the steps to follow on the official government websites to link his Aadhaar and PAN.
Once this was done, I reached out to our compliance team to ensure that all the documentation was in place, after which I called the payments team to help speed up his verification process.
Then came the crucial moment, and you could hear the relief in the customer’s voice.
The withdrawals got the green light they’d been waiting for. We were relieved.
How happy was the customer with the resolution?
Suddenly, all the barriers were gone, and you could feel the weight lifted off the father’s shoulders just by listening to his soft voice filled with emotions.
The gratitude expressed wasn’t a formality; I could see the genuine, raw emotions he had been feeling. “Prakash! I express my gratitude to you very much. I salute your whole team from the bottom of my heart. Thank you very much Prakash Rai ji. God bless you long life and all the happiness 🙏🙏💐💐💐”
These words were a reminder that every transaction involves a person, a story, and a chance to make a positive impact. A reminder of why I do what I do.
