Getting Customer Service Right: What Do Crypto Users Actually Need?

Customer service is an important part of any platform, especially in the crypto space, where regular, everyday people could find platforms too complex or hard to understand. However, different users have different needs, and it’s up to the builders and developers in the space to decide how to help their user base and what issues to focus on.

As more people start using cryptocurrency, platforms must figure out the best way to serve their target users, ranging from experienced traders to beginners. A single solution cannot cater to everyone’s needs, and only by understanding their user base can these platforms arrive at the best solution.

Understanding the Different Types of Crypto Users

Every crypto user is different. Some have years of trading experience and know the ins and outs of the market. These experienced traders are mostly comfortable using advanced trading tools and figuring things out by themselves when they get stuck.

They’re confident in their abilities and usually don’t need much help, so they gravitate toward platforms that offer competitive pricing and robust features rather than focusing on those that invest heavily in customer service.

New users in the crypto space are more likely to be unfamiliar with how digital assets work in general and will need more help understanding how different tools, platforms, and processes work. These users will benefit from user-friendly platforms known for having good customer service and educational resources. Easy-to-understand educational resources like (how-to and multiple-step guides, for example) coupled with dedicated support, can help new users feel reassured and less intimidated when using a platform or protocol.

Due to the different needs of these users, a single approach to customer service won’t work for all users. Platforms need to consider who their target users are and what they need the most. Needs could include low fees, advanced features, or live chat.

Balancing Customer Service with Pricing

One of the hardest things for any crypto platform is offering great customer service without spending too much on it. This is especially true for people who use cryptocurrencies where fees matter to many users. Experienced sellers’ platforms try to keep their fees as low as possible. They may not offer much customer service to keep their fees low because they know their users don’t need much help and wouldn’t pay for it.

Beginner platforms have a different problem. Newbies need more help, whether answering questions, fixing problems, or giving them learning tools. Costs go up because this higher level of care requires more resources, so platforms have to charge a bit more to compensate. Sometimes, it’s important to give new users an experience that makes them feel safe and confident, which sounds like a complaint.

It’s hard to decide whether to raise prices for better customer service. Some people won’t pay more on one hand. On the other hand, good customer service can be worth a higher price, especially for people who are still getting used to the software. The point of sites for these types of users is to offer enough service to make the price worth it so users feel like they’re getting a lot for their money.

Boxwind’s Approach to Customer Service in Emerging Markets

One company that has tailored its customer service approach to meet the needs of their target users is Boxwind, a fairly new company founded last year by the Exinity Group. The platform focuses on emerging markets like Southeast Asia, Sub-Saharan Africa, and South America, where interest in cryptocurrency grows, but many users are still unfamiliar with the technology.

Since blockchain technology can be intimidating to these users, Boxwind has made customer service a core priority and built a user-friendly platform. One of their main approaches is educational resources, which aim to help users understand the basics of cryptocurrency, from setting up a digital wallet to understanding the risks and rewards of trading.

This educational content is paired with responsive customer support, where users can get help whenever needed. By focusing on education and support, Boxwind aims to build trust with its users and ensure they feel confident as they start their crypto journey.

Conclusion

So, how much customer service should a crypto platform offer? It depends on who the platform is meant for. If the platform is aimed at experienced traders, focusing on keeping costs low and providing efficient services with less emphasis on customer support makes sense. These users care more about low fees and advanced tools than getting help.

On the other hand, platforms that are designed for beginners, especially in emerging markets, need to focus more on providing strong customer service, even if it means charging slightly higher fees. These users need more guidance and support, and platforms offering this kind of help will likely see happier customers and stronger loyalty.

The bottom line is that understanding your audience is crucial. Whether you’re building a platform for seasoned traders or helping newcomers get started with crypto, finding the right balance between customer service and pricing can make all the difference in making your platform successful in a competitive market.