CustomerserviceisdeeplyimportanttoKraken.?Itiscoretoourbrandandcompanyculture.?Securityfirstandcustomerservicesecond.?Wemustsetapositiveexampleforthisindustry,anddothingsbetterthantheservicesweseektoreplace.?Ifwetakecareofourclients,they’lltakecareofus.?—KrakenCEO,JessePowell
Introduction
AspartofourefforttoimprovetheKrakenclientexperience,wehavebeenissuinginternalreportstotracktheperformanceofourClientServicesteam.Thisreport,thefirstofaplannedseries,isadaptedforpublicconsumptionfromourinternalreports.Wearesharingthisinformationbecausewethinkourclientswillappreciatemoreinsightintothechallengesweface,theprogresswehavemade,andourplansforfurtherimprovement.
Forthisquarter,wehaveachievedsomesignificantmilestonegoalsincluding:
clientsatisfactionhasimprovedsignificantlyto94%comparedto80%inthepriortwoquartersasourspecialistsareabletoserviceclientswithquickerandmorepersonableresponses;medianfirstresponsetime(FRT)hasshownstrongimprovementsto2hoursthisquartercomparedtoover7daysinQ12018and16hoursinQ42017;mediantotalresolutiontime(TRT)improvedto10hourscomparedtoover11daysinQ12018and41hoursinQ42017;Tier4applicationsaretypicallyprocessedandapprovedinlessthan6hours,Tier3verificationsinunder1hour,Tier2inunder15minutes;andonly2complaintsfiledwiththeCFPB,downfrom17inQ12018and3inQ42017.InQ42017throughQ12018,clientsupportwasconfrontedwithmanychallengeswhichwefacedanuphillpathtoovercome.Thechiefchallengewasaccommodatingtheunprecedentedinfluxofnewclients.Ascryptocurrenciesappreciatedparabolically,thedemandtotradeonourplatformsharedthesamemassivegrowth.Thissetthestageforthreespecificchallengesforourteamwhichresultedinticketbacklogsandlongwaittimesforaccountverificationandsupportrequests:
华尔街日报：Tether不断增加的贷款增加了稳定币和加密货币世界的风险:金色财经报道，《华尔街日报》报道，Tether不断增加的贷款增加了 Stablecoin 和加密货币世界的风险。根据 Tether 的报告，截至 9 月 30 日，其贷款资产达到 61 亿美元，占公司总资产的 9%，在 2021 年底时它们的价值是 41 亿美元，占总资产的 5%。《华尔街日报》称 Tether 几乎没有透露借款人或接受的抵押品。此外，Tether 过去的报告会说明，没有一笔贷款是给附属实体的。但是，从 2022 年第二季度的报告开始就放弃了这种措辞，未说明是否有任何贷款是给关联方的。[2022/12/1 21:15:47]
ourtradingengineatthetimehaddifficultieshandlingthehightradevolume;andourfiatfundingpartners,alsounpreparedfortheexplosionindemandbecameabottlenecktoresolvingissuesourspecialistscouldn’tkeepupwithnewaccountverificationsandincomingsupportrequests.Thecurrentvolumeofticketstooursupportqueueismoderatecomparedtopriorquarters.Wehaveseenashiftinfocusoftradingsupportticketsasclientsseekeducationonourplatformratherthanofferingtheircriticisms.Whilethesurgeisbehindusandwaittimesaredramaticallyreduced,afewofthethingswe’vedonetobebetterpreparedforthenextwaveinclude:
theintroductionofanewtradeenginethatwillbeupgradedandmaintainedonaregularbasis;addingnearly200security-mindedandknowledgeablespecialiststoourteamsincethebeginningoftheyear;increasingthenumberofspecialistsonlineatanygiventimetoenhanceoursupportcapabilitiesacrossallgeographicregionsandtimezones;re-introducinglivechattoinstantlyserviceclientrequestsstreamliningverificationsandmultiplebackendprocesses;andhelpingourfiatfundingandotherserviceprovidersoptimizeprocesses.KeyPerformanceIndicators(KPIs)&Accomplishments
THETA突破2.9美元关口:火币全球站数据显示，THETA短线上涨，突破2.9美元关口，现报2.9009美元，日内涨幅达到7.24%，行情波动较大，请做好风险控制。[2021/2/11 19:31:10]
Overthelastquarter,wehaveseenadeclineinnewticketrequeststo133,671comparedto505,509inQ12018.Despitethisdecreaseinticketvolume,wehavecontinuedtobolsterourrecruitingandtrainingprogramssuchthatourservicecapacitynotonlydwarfsthecurrentneed,butwillsooneclipsethehighestvolumedaysofQ32017andQ12018aswell,ensuringthatwecanprovideimmediate,personalizedservicewellintothenextbullmarket.Krakencontinuestotrainhighlycapablespecialistsforthegroupsinwhichweexperiencedthehighestvolumesofbackloggedrequestsearlierin2018.WedothiswhilestreamliningprocesseswithinourSupportCentertoallowspecialiststofocustheirattentiononclients’needs.InMarchofthisyear,were-launchedourlivechatplatforminordertogiveourclientsanimmediateserviceexperience.Sincethisinitiative,wehaveseenlivechatgrowto39%ofoursolvedtickets,withthenumberofchatengagementseachmonthgrowingfromunder5,000toupwardsof13,000aswecontinuetoincreaseourcoverageofsupporttopicsandincreasethesizeofourchatteam.Inordertokeepupwiththedemandofthisservice,wehaveexpandedcoverageto24hoursadayonweekdays.Theabilitytodelivertop-quality,real-timeservicetoourclients24/7viaconstantchatavailabilityissomethingwehopetoachieveinthecomingmonths.Q22018KPIComparisonAgainstIndustryBenchmark
Tether向以太坊网络新增发1.2亿美元USDT:据Whale Alert监测，北京时间03月25日01:10，Tether向以太坊网络新增发1.2亿美元USDT。Bitfinex首席技术官Paolo Ardoino表示，请注意，这是一笔已授权但未发行的交易，这意味着该金额将用作下一次发行请求的库存。[2020/3/25]
Source:TheZendeskCustomerServiceBenchmark(FinancialServices)
Whencomparedagainstindustrybenchmarks,ourClientServicesteamoutperformsthebenchmarkineverycategory,whilehandling30xtheticketvolume.TrailingTwelveMonthTrends
Highestdailynumberoftickets:18,388ticketsonJanuary3,2018Highestdailynumberofnewaccounts:71,055onJanuary3,2018Topfiveticketcategories,respectively:Verification,GeneralQuestions,FiatFunding,AccountAccess,andCryptoFundingTopfivelivechatcategories:AccountAccess,FiatFunding,Verification,GeneralQuestions,andTradingNearly700,000accountshavebeenverifiedonourexchangeoverthisperiodLanguageCoverage
Ourdiverseclientsupportteamisdistributedglobally,with15+languageproficiencies,offeringnativelanguagesupporttothemajorityoftheworld.Theabovemap(darkerblue)highlightslanguageproficienciesfornations’officiallanguagessupportedwithinourClientServicesteam.SelectClientFeedback
Thefeedbackbelowhasnotbeenalteredexcepttocorrectgrammarandredactanypersonalinformation.
声音 | Harry Zhou：法院认定Bitfinex 和Tether有超过 50% 的可能从事了“证券欺诈”:针对纽约州地方法院驳回了 Bitfinex 和 Tether 的抗议，有条件地批准了纽约总检察长调取 Bitfinex 和 Tether 的商业信息一事，美国OTC交易平台Koi Trading首席合规官Harry Zhou指出：
值得注意的是总检察长使用的法律是华尔街从业人员闻之色变的 Martin Act。
从微观看，法院的命令对 Bitfinex 和 Tether 极为不利。首先，基于目前的证据，法院已认定 Bitfinex 和 Tether 有超过 50% 的可能从事了“证券欺诈”。其次，NYAG 使用宽泛而且有可怕后果的 Martin Act ，而不是更有针对性的纽约金融服务调查 Bitfinex / Tether,? 并且提及了一揽子控诉（“证券欺诈”，“挪用资金”，“非法提供投资产品”等），表明了 NYAG 似乎是要用一切能用的手段对 Bitfinex 执法。因此，Bitfinex 目前似乎已没有了“悄悄和谈”的选项。NYAG 已经下定决心要一问到底。被监管咬住不放可以说是最坏的结果。
从宏观上看，美国联邦和州的监管似乎已经达成了一个共识，要通过打击 Tether 来有效率地一次性打击所有依赖 Tether 的离岸交易所。
据悉，“Martin Act”（纽约商业法第23-A条，第352-353条）是纽约反欺诈法，被广泛认为是美国最严厉的蓝天法。授予纽约总检察长广泛的执法权力，以进行*证券欺诈*调查，并对涉嫌违反该法案的行为提起民事或刑事诉讼。[2019/5/19]
IwouldliketothankyouguysforprotectingmyinvestmentinKraken.Ifyoudidn’tfreezemywithdrawalssomeonewouldhavestolenallmymoney.IwillalwaysrecommendKrakentoallmyfriends.Thankyou.
Ididnothavetowaitforareplyandwaspracticallyhelpedonthespot.Within15minutesmyissuewassolvedandIcouldusemyaccountagain.Greatwork.
Supportisalwaystopquality.UsuallyIgetfastrepliesandanswerstomyemails.Problemsgethandledinaprofessionalyetheartfeltmatter.Ireallyfeelthepeopleinsteadofjustaformal‘customerservice’.Youguysmusthaveafunandprogressiveworkfloor.Thanks.
EtherZero正全力处理ETZ网络问题:EtherZero刚刚发文，由于在ETZ网络中发现新问题，技术团队正在全力解决，ETZ的源代码也将在几天内尽快提供。[2018/1/31]
Ineverhadsuchapositivefeelingaboutahumanontheothersideoftheweb?Youhelpedalot,andyoudoitwithstyle.Ifevereveryoufindyourselfin,pleaseletusknow,mywifeandmewouldbetrulygladtohaveacupofcoffeewithyou.Ineverwrotesomethinglikethisto“justsomebody”Ihopeyoudonotmind..
10/10KrakenhasbeenbyfarthebestexchangecustomerserviceI’veeverhad…Honestly,KrakenhassomeofthebestcustomerserviceI’vereceivedonlineperiod.
IhavebeenverysatisfiedwiththesupportandquickresponsesIhavereceivedfromtheteamandwouldliketonotethatincomparisontomyexperienceswithotherexchanges,Krakenhasbyfarandawaybeenthebest.
I’mgladIchosetouseKrakenasacryptoexchange.ThiswasnotmyfirsttimewhenIreceivedthesupportfromthesupportteam.Idon’tknowhowyoudoitbutbothtimesIhadthefeelingthatthissupportisreliable,personalandeffective.I’mnotworriedatallifIneedsupportwithmycryptosbecausetheproblemsaresolvedsoeasilyandsmoothly.
TrendsinSupportIssues
Asthecryptocurrencyecosystemcontinuestogrowandevolve,phishingattacksandattemptsatcompromisingyouronlineaccountsaresimultaneouslyincreasinginfrequencyandevolvingintheircomplexity.
ToensurethatourKrakencommunitydoestheirbesttokeepthemselvesandtheirKrakenaccountsassecureaspossible,weofferthefollowingadvice:
FollowSafeBrowsingPractices:DonotuseGoogleSearchoranyothersearchenginetolocateoursite.MakesureyouareonlynavigatingtooneofourtwoofficialKrakenwebsiteURLs:https://www.kraken.comorhttps://trade.kraken.com
Tip:BookmarkthesetwoURLswithinyourinternetbrowserandusethosebookmarkedlinksbqfawheneveryouwanttoaccessoursite.
Readmoreinour2016warningaboutphishing.
EnableAccountSecurityFeatures:AllKrakenaccountholdersshouldsecuretheiraccountbyutilizingouravailablesecurityfeatures.Protectingyouraccountwithtwo-factorauthenticationisrecommendedforallusers.Learnhowtosecureyouraccounthere:
https://support.kraken.com/hc/en-us/articles/201396837-Securing-Your-Account.
Rememberthatit’salsoimportanttoprotectyouremailandmobilephoneaccountsashackerswilloftentrytocompromisethoseasawaytotakeoveryourcryptoaccounts.?Weencourageeveryonetore-readourblogpostfrom2016onmobilephonesecurity.
BewareofSocialEngineeringAttempts:IfyouhavebeencontactedbyanyoneclaimingtobeaKrakenSupportRepresentativeandareunsureaboutwhetherornotthatcontactwasmadebyalegitimateKrakenemployee,navigatetowww.kraken.comtoopenasupportticketviaourSupportpageorimmediatelycontactaLiveChatSupportteammember.
AtthistimeKrakendoesnotofferphonesupport.AnyadvertisementofaKrakensupportphonenumberisassuredlyascam(whichwewouldappreciateyoureporting).
GoalsforNextQuarter
AmoreintuitiveSupportCenterandregularlyupdatedguidearticleswillallowclientstomoreeasilyfindanswersontheirown.IncreasingthesizeofourchatteamwillmeanthatclientswhoneedtheassistanceofaninformedspecialistwillexperienceanearlyseamlessandimmediatetransitiontolivechatfromourSupportCenterorhomepage.
Weaimtocontinuetodeliveringexemplaryservicetoourclientswhile:
maintainingsolved-to-newticketsratiowhileminimizinganybacklog;improvingsatisfactionratings(ourcurrent94%isgreatbutwewanttodoevenbetter);improvingfirstresponseandtotalresolutiontimes;improvingthelivechatsupportbyaddingmoresupporttopicsandincreasingthetimezonecoverageoflivechatspecialistsfor24/7support;increaseoureffectivebandwidthbytrainingmorespecialistsinabroaderrangeofsupporttopics;andimprovingverificationtimesforTier4to2hours,Tier3to20minutesandTier2to5minutes.Giventhislistofgoalsforthenextquarterandbeyond,wearelookingtoexpandandstrengthenourteamtoachievetheseambitions.Specifically,weencourageapplicantswhocanfulfillourneedsfordiversetimezonecoverageandlanguageproficienciestoapplytoourgrowingteambyvisitingourCareerspage.
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