At CoinSwitch, our core mission is to make every customer feel genuinely valued and supported. We’re passionate about going above and beyond to meet their needs. Here’s a story illustrating how we turn challenges into victories and stay true to our promise of exceptional service.
Pradeep, a customer in urgent need of funds, had been struggling to receive the email OTP required to withdraw his money for a couple of weeks. Despite repeated attempts for weeks, he received no resolution, which only added to his stress.
Enter our customer champions: Prakash and Shweta.
The duo, our unsung heroes on the escalation desk, knew they had to dig deeper. They asked Pradeep to share a screen recording of the error, and that’s when they cracked the case. They didn’t just see a problem; they saw a pattern. Turns out it was a glitch in our systems. They didn’t waste any time and flagged this issue to the tech team, making sure it got the attention it needed. Thanks to their quick thinking and sharp eyes, we were able to fix the problem and prevent more customers from getting frustrated.
The Solution
Prakash, Shweta, and the tech team identified a glitch with our OTP servers. They brainstormed to find the best solution and decided to reroute the OTP through our backup servers. This clever move resolved the problem, and Pradeep was finally able to receive the OTP he needed to complete his withdrawal.
Was the user satisfied with the support?
Pradeep was so relieved and grateful that he sent us a glowing message: “Thanks, Prakash & Shweta, and hats off to you for resolving my concern, which was pending for a long time.”
Prakash and Shweta’s quick thinking and proactive approach turned a frustrating experience into a success story. At CoinSwitch, we’re proud of our team’s ability to go above and beyond, ensuring our customers are always taken care of, no matter the challenge.
