Trust is of great value for a cryptocurrency trading platform. That’s why BtcTürk always provides the service and assistance they need with Zendesk to create a trusting relationship with its customers.
Our first priority is our customers
Since the first cryptocurrency – Bitcoin – was launched in 2009, the cryptocurrency market has grown rapidly. It was worth $1.49 billion in 2020 and is expected to reach $4.94 billion in 2030. This shows how competitive the market is. Not only are there currently more than 1,600 different cryptocurrencies available, but the number of cryptocurrency trading platforms to buy, sell and exchange these cryptocurrencies is also on the rise.
Founded in 2013, BtcTürk is the first Bitcoin and cryptocurrency trading platform launched in Turkey and the fourth globally launched. With nearly five million users, it puts its customers first, putting itself one step ahead in the competitive cryptocurrency world. Not only do they give their customers confidence that they can buy and sell Bitcoin securely anytime, anywhere through the BtcTürk mobile application, they also offer the opportunity to reach a representative 24 hours a day, 7 days a week if they need customer support.
BtcTürk Operations Director Murat Tacer said, “Customer experience is one of the core values of our company. We have invested in customer support since the day we started serving. This support goes beyond our own platform and includes general guidance and training for clients new to the cryptocurrency and crypto exchange. This is how we differentiate ourselves in the market.” says.
BtcTurk relies on Zendesk tools to help its agents deliver the best possible customer experience.
Build strong relationships
BtcTürk is a completely digital company that does not have a physical store. That’s why it’s so important to build a strong relationship through digital channels. As Murat Tacer mentioned, “Cryptocurrency is still a largely unregulated market, so we need to reassure our customers that we can solve their problems and earn their trust by providing the best possible customer support. The customer relationship is one of our biggest differences from other companies.”
While using previous CRM solutions, BtcTürk could not establish a similar customer relationship. The main problem was that the system sometimes went offline. This not only meant that the company was unable to provide any service to customers and the right customer support representative during these times, but also meant that BtcTurk had no idea when the system would be back online.
Another reason they switched to Zendesk was that the previous system did not scale easily. In an ever-growing and changing market like cryptocurrency, scalability is of paramount importance. This importance became even more evident right after BtcTürk chose to switch to Zendesk in November 2020. At the end of 2020 and the beginning of 2021, the cryptocurrency markets were embraced by traditional financial firms, after which the market saw a huge spike. In this way, BtcTürk gained many new customers who want to communicate through digital channels.
Zendesk not only offered scalability, but also offered a stable system where customer support agents could confidently manage growing customer demands. Of course, the increase in the number of requests also meant scaling the number of agents. Murat Tacer said, “At the end of December 2020, we had 75 customer support representatives. By the end of February 2021, this number had increased to about 700.” says.
Fast and agile service
All departments and employees within BtcTürk use Zendesk as an internal CRM tool.
Customers can contact representatives via email, web form or chat. Zendesk Chat takes on the role of a key channel when it comes to providing fast and agile service, as it provides 24/7 fast communication with live agents. Zendesk also helps with triggers and automations to further improve customer service. Murat Tacer said, “At peak times, we are able to inform our Chat customers where their place in the queue is. In our previous system, this was not possible and customers had no idea how long to wait before meeting with a representative.” says.
Zendesk Reporting has also proven very useful in evaluating agent effectiveness. Tacer says, “By following each agent’s conversations, we are able to localize potential problems and offer training or education to improve the service our agents provide to customers.” he adds.
Working with a best-in-class solution
An important indicator of whether customers are satisfied with the service they receive is CSAT scores. Currently, BtcTürk’s CSAT score is an impressive 90%. Considering that it is difficult to achieve high CSATs in the cryptocurrency market, it is easy to understand why BtcTürk is so pleased with its performance. Compared to previous CRM systems, an increase of 10% is seen. Murat Tacer attributes this increase to Zendesk’s improvement in agent efficiency and speed. “We aim to answer conversations in 30 seconds and emails or web forms in half an hour.” says.
Almost two years later, BtcTürk’s investment in Zendesk proves its worth. The company offers customers the support they’ve always wanted on a large scale. As Tacer stated, “The three most important elements of being a customer-first company are to solve the customer’s problem at the first time, to provide the service in the fastest way and to make the customer happy with the solution offered. We think that BtcTurk is definitely working with a best-in-class solution worldwide to deliver this level of customer support.”
With Zendesk’s omni-channel platform, you can provide a consistent experience across all your channels. Gather all customer information on one central platform and offer your agents the opportunity to view all customer details with a single click across all channels. Additionally, collect feedback on Zendesk and make sure you always deliver the best experiences!