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 3:
Meet Sarat Singh, our chat executive—a steady hand and a picture of calm reliability for our customers. When faced with a particularly challenging customer query on taxes, he went beyond the usual playbook; he went back to the basics. Read on to find out more.
What was the customer’s problem?
It was the tax filing season… I received a message from a customer named Satish who seemed totally at a loss. Usually our traders are aware of the tax regulations imposed on crypto, but this elderly gentleman was struggling to understand the complexities of crypto tax.
We generally handle hundreds of taxation-related tickets on a monthly basis, which are usually resolved over text. But this one stood out as Satish was struggling with even the most basic concepts.
How did you help solve the issue?
I realized this case needed a more personal touch than texts. So I decided to speak to him directly over the phone. But before that, I had to speak to our legal and compliance teams and get myself up to speed on the latest updates on the taxation regulations.
With this information in hand, I reached out to him over the phone. As I had expected, the voice on the other end was one of a world-weary retired person. He was glad that I had called; his doubts were many—What’s TDS? How does it work? How is it different from the regular tax?
I knew this wouldn’t be a short call. I cleared my schedule, prioritized this, and spent the next 45 minutes taking him through everything related to crypto tax, tax deducted at source (TDS), the documents and submissions he had to present, and filing of taxes.
Satish finally understood the root cause of his problems. He had not linked his PAN card and Aadhaar, due to which he was incurring a higher TDS as per the Government rules.
Was the customer happy with the resolution?
After our marathon call, something interesting happened.
“This is my personal number,” he said. “If you ever need help in Bangalore, just call me directly.”
It was his way of wanting to repay me for my help. I felt proud to say that such assistance is what the CoinSwitch Support team is here for. And we would be ready to assist him on every step of his investment journey.
