They are definitely one of the overall best alt exchanges right now, but are probably also 80% understaffed
The best thing they can do right now is overkill. If they need 5 more servers to match current or even projected demand, then install 10. Hire more knowledgeable customer service reps than needed, because ultimately that is 90% of the game. Lots of people rip on Amazon and probably rightly so, but their customer service is fucking obnoxiously good. Set some service standards. All level 1 and 2 calls resolved within 4 hours. Level 3 within 1 business day.