It is a busy time in the cryptocurrency market. Since the Great Crypto Crash of 2021, those who have had the discipline to wait it out are now in a good position to buy, provided that the market has indeed hit its bottom, that is. While many feel that Bitcoin is a good hedge against the U.S. dollar and has store value much in the way that gold does, there are others that think that the U.S. government will try to hurt Bitcoin and other cryptocurrencies in order to protect the US dollar and other fiat currencies. Are we headed for a bull run, a dead cat bounce or one of many bull traps leading to a bear market?
With so much activity going on in the crypto space, it makes sense that the cryptocurrency exchanges would be overwhelmed. Maybe this is why there is a growing demand for cryptocurrency call centers and artificial intelligence call centers
A cryptocurrency call center is a contact center with a very high degree of customer service that is related to cryptocurrencies. With the anticipation of a high volume of calls, call center agents have an organized system for handling callers in volume and keeping customer satisfaction.
Due to the high volume of callers, especially during market crashes and bull runs, callers may have trouble finding a customer service agent. In a bad call center, this problem is solved by using bots and voicemail throughout the customer journey without any customer interaction with a live agent, thus creating a bad customer experience. Imagine the frustration of investors when they have a fortune in digital currencies like Ripple, Ethereum, Litecoin, Bitcoin Cash, and Cardano, only to find that they do not have access to their own cryptos and non-fungible tokens. These uncertainties can be exacerbated if they can withdraw their digital assets from the exchange, causing the investors to think that exchange is deliberately trying to keep their money!
An artificial intelligence call center utilizes advanced technology to merge human interaction with an interactive voice response in real time to create an exceptional customer experience. By using algorithms from machine learning and predictive analytics, a cryptocurrency call center can have the most efficient call routing possible, allowing chatbots and virtual assistants to take all relevant information in order to better prepare the response from a human agent. This systematic automation of the grunt-work frees up the customer service representative for more complicated tasks.
Cryptocurrency businesses and cryptocurrency exchanges that provide call centers with accessible human agents and live chat are following best practices. This is especially important in the cryptocurrency field because these digital assets can be quite valuable but can also be lost through hacking, malware and malfunctions.
As a result of the above mentioned concerns, best practices also include certain security measures, such as a crypto wallet, Exodus wallet, hardware wallet, software wallet, multi-asset software wallet, two-factor authentication, QR code, and private keys. Coinbase actually provides its own crypto wallet for its investors, allowing the exchange to have complete control of their customers’ security. Beginners may encounter a lot of uncertainties with cryptocurrency exchanges and even cryptocurrency call centers, but those that follow the best practices listed above will improve the user experience with actual results.
Common questions arise regarding the risk factors of businesses that exchange cryptocurrencies. Will advanced technology like machine learning, speech recognition and predictive behavioral routing cause artificial intelligence call centers to lose their human touch? As long at the investors have access to the right agent at the right time, the custodial functionality is not an issue. As long as customer support creates an excellent user experience, virtual agents will always have a place at the call centers.