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 4:
In this chapter, we introduce you to Hema, a Customer Experience Analyst II at CoinSwitch, who exemplifies this value in her approach to customer service.
What was the customer’s problem?
“Dissatisfied with Customer Support,” the email subject line read. My heart sank a little — this is not the experience we promise our customers. I opened the email and went through it in detail. The customer, Gagandeep, was frustrated after multiple failed attempts to create a new account on CoinSwitch using a different mobile number with the same PAN. Our security protocols had prevented this, leaving Gagandeep exasperated.
How did you handle the issue?
I decided to call Gagandeep directly. As the phone rang, I prepared myself for what I knew would be a difficult conversation. When he answered, I could hear the frustration in his voice.
“Hello, this is Hema from CoinSwitch Support. I see you’ve had some trouble with your account, and I’m here to help resolve it for you,” I began, trying to convey empathy and readiness to assist.
Gagandeep vented his frustration, explaining how he had tried multiple times to get a clear answer. He wanted to create a new account with a different mobile number using the same PAN, but just could not. I patiently explained that our policy allows only one account per PAN to maintain security and compliance.
I could sense his initial resistance, but I calmly laid out his options—he could continue with his existing account or update the mobile number of his current account, without trying to create a new account altogether. He began to relax. He hadn’t realized this was a policy issue; he thought it was a system malfunction. Understanding this brought him some relief.
With his consent, I updated his mobile number right there on the call by connecting with the respective teams. This process typically takes 48 working hours, but I was determined to fast-track it and not leave the customer hanging. I reassured him that his frustration was valid and apologized for the confusion and inconvenience.
Was the customer happy with the resolution?
By the end of our call, Gagandeep’s tone had completely shifted. He thanked me, his voice carrying a mix of relief and gratitude.
“You’ve been really helpful, Hema,” he said. “Thank you for taking the time to explain everything.”
Hanging up, I felt a deep sense of accomplishment. A dissatisfied customer is the last thing we want at CoinSwitch, and being able to resolve the issue quickly meant a great deal to me — this is why I love my job.
