Coinbase, a US-listed cryptocurrency exchange, announced on Wednesday that it will add phone support and deploy a series of measures to strengthen its customer support area. According to a blog post, 24/7 phone assistance will be available by the end of the year for all retail customers from the United States, Germany, Japan and the United Kingdom.

Additionally, the firm expects to expand its customer support via phone for 2022. At the same time, Further, Coinbase announced the launch of a live messaging feature, allowing its users to interact with the customer support department at any time of the day and the week. “Our goal is to provide our customers with the most trusted customer service experience in crypto. We look forward to providing these new capabilities to you, so please stay tuned as we will continue to update this blog with the status of our journey,” Coinbase noted in the statement signed by Casper Sorensen, Vice President of Customer Experience at the crypto exchange.

Moreover, the US-listed company pointed out that the series of measures responded to the increasing demand that Coinbase had been experiencing so far this year. In fact, the firm noted that it had quadrupled its capacity to address this matter. “We recognize that when it comes to our customer support experience, we’re early in our journey of creating more value for customers,” Coinbase added.

Complaints on Coinbase Customer Support Service

However, Coinbase reacted to recent reports published by US media outlets that collected thousands of customer complaints about the exchange. For example, Finance Magnates reported on some interviews conducted by CNBC, where it unveiled that account takeovers were reportedly the most reported issues due to alleged low-quality customer service from the firm.

Former employees of Coinbase stated that the US-listed crypto exchange’s customer support dynamics had changed over time, as the firm decided to opt for email support, which they say takes longer to answer and solve complaints.