It was found that ‘NexerBit’, a global derivatives exchange, achieved a customer complaint handling rate of 94.1% in the first half of 2022.
According to NexerBit, a global derivatives exchange, on December 5, from January to December 2022, NexerBit’s Vietnamese 1:1 Customer Center received 7,400 customer inquiries, and the complaint handling rate reached 94.1%.
In 2021, NexerBit has handled customer complaints by expanding the customer center, which was operated individually, by expanding Vietnamese-speaking staff to the global 1:1 customer center and opening it integrated. Among the types of inquiries received in the first half of 2022, inquiries about specific issues such as the customer verification system (KYC) and travel rules were the most common (38%). The next most common inquiries were about how to use membership registration and withdrawal, information change (20.3%), log-in (17.4%), deposit (15.7%), and customer confirmation registration (9.1%).
The NexerBit Global Customer Support Center (Vietnamese) divides and responds to about 50 types for efficient customer inquiry response. In addition, it is operated by assigning manpower according to the time period. The NexerBit Global Customer Support Center is making various efforts, such as education by type, on issues that can be predicted through monthly in-house training and working-level meetings. Various ideas and opinions for improvement received at the Global 1:1 Center are actively reflected in company policies.
And, NexerBit is establishing a wallet policy to protect safe customer assets. NexerBit also conducts tasks such as deposit and withdrawal management, handling of wrong deposits, and monitoring of abnormal transactions due to voice phishing or account hijacking. Furthermore, NexerBit establishes a wallet policy and monitors abnormal transactions to safely protect customer assets.
An official from NexerBit said, “As it is important to be transparent about the virtual assets customers invest in, NexerBit will also try to protect customers by collecting customer opinions and operating the exchange.”
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