Live chat feature we will work on which is part of our customer relationship management framework. We want to make each customer a loyal long-term customer. Based on our model, the more you utilize our platform the more monetary and non-monetary rewards you will receive. This can also mean VIP customer service if you are in the 'top tier'. Naturally others will also get high-quality customer service but we can create special treatment for our most loyal users. Let me know what you think of this new customer relationship philosophy within the crypto space.
I am not so sure about the VIP thing, very few would be willing to do it. You have to gain the trust of your userbase for that. And if you want to do that, start with giving users access to their account private keys if you it is possible, many users will get on board just because of that, albeit I am not so sure how you will do it
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It would be convenient for the user, but not so much of a viable option for exchanges that are looking to operate a cost efficient suppert desk.
I know from experience that most of the users who seek support through live chat are doing that for the most silly (non support related) reasons, which is something you can't protect yourself against. Another thing is that when for whatever reason the live session ends, you will need a ton of luck to connect back to the same person you were chatting with.
More manpower behind email support would be appreciated. If they can operate so that you get a reply within a few hours, that would be ideal.
The main thing is that people expect too much from exchanges that are clearly profit oriented. They will never be perfect, not even remotely close.
I mean, live chat could be implemented on a later stage, that shouldn't be a big issue. The users won't have to worry about speaking to a certain agent, as the mechanism could be built in such way that the live chat agents could be transferred to one another, and if not, the other agents could view the previous chats that took place, kinda like amazon.
But since this also feels like asking too much, email support would be good I guess, so long as at least they are active, and care about their userbase.
