Our customers are the driving force behind CoinSwitch. We believe in going beyond the call of duty to ensure our customers feel valued and supported. This story showcases how we deliver on that promise.
Meet Ankit, our customer support champion. Always calm and collected, he’s got a knack for turning stressful situations upside down. His recent interaction with a user, Vipin, perfectly exemplifies how we transform stressful situations into positive experiences.
A Misunderstanding Resolved
Vipin reached out to us, visibly agitated about a discrepancy in the fees section of CoinSwitch PRO. He misunderstood a displayed amount of Rs. 4,98,666 as a mandatory fee for his next trade. Ankit quickly realized that the misunderstanding stemmed from the data presented.
How did Ankit resolve the concerns?
Rather than simply providing a technical explanation, Ankit took the time to understand Vipin’s perspective. He patiently explained that the amount represented the volume needed for Vipin to reach the next discount bracket. If Vipin trades Rs. 4,98,666 more, he will move from the current 0-5L bracket to the 5L-20L bracket, receiving a volume-based discount. This had nothing to do with Vipin’s personal trading fees. Ankit’s empathetic approach and clear communication were instrumental in alleviating Vipin’s concerns.
Was the user satisfied with the support?
Vipin was so impressed with Ankit’s assistance that he expressed his gratitude in the most heartfelt manner:
“मैं विपिन कुमार शर्मा मुझे अंकित सिंह सर जी से बात करके अच्छा लगा मुझे उनके द्वारा दिए गए सुझाव से बहुत खुश हूं मैं अंकित सर जी को 5 🌟🌟🌟🌟🌟 देता हूं.”
[I am Vipin Kumar Sharma. I had a wonderful time talking to Mr. Ankit Singh. I am very happy with the suggestions he gave me. I would like to rate Mr. Ankit Singh 5 stars ⭐️⭐️⭐️⭐️⭐️.]
Ankit’s ability to turn a potentially negative situation into a positive one is a shining example of our customer-centric approach. His dedication to resolving issues and ensuring customer satisfaction is what customer service at CoinSwitch all about.
