Customer service is a core aspect of any business model. Dealing with customers, their questions, and potential remarks will help any company improve its core business, even in the cryptocurrency space. When the CEO of a major cryptocurrency exchange takes up that role, a unique situation is created.
OKEx CEO Jay Hao Values his Customers
In a recent Twitter post, OKEx CEO Jay Hao decided to engage with the broader cryptocurrency community. Not only was the objective to bring more awareness to the platform itself, but collecting valuable feedback as well. It is a crucial example of how proper customer support needs to be handled, especially in the cryptocurrency space.
It does not happen all that often to see a major cryptocurrency exchange publicly engage with its community. This is especially true when it comes to the CEO acting as a customer service agent. Such an unusual sight can bring a gust of fresh wind to cryptocurrency, as customer service support remains a key issue for many companies in this space.
As the OKEx CEO effectively engaged in an open dialog with his users, he showed the entire world how things can be handled. Whereas other companies hire customer support staff and CEOs delegate tasks accordingly, Jay Hao and OKEx clearly have a different approach in mind. That approach may win over a lot of users who are not [entirely] satisfied with their experience through a rival exchange.
In the Twitter conversation, various questions were put forward by Jay Hao in an effort to gain insights as to how people feel about OKEx currently, and what can be done to improve the experience. This is another sign of how much the CEO cares about his company, the employees, and the customers. A sight for sore eyes in an industry that has seemingly shifted away from the “customer first” approach.
An Open Dialog Leads to Solid Information
One interesting piece of information is how OKEx may provide more Options trading pairs in the future. Hao explicitly asked if users want to see any other pairs added besides the current Bitcoin offering.
Whereas one would expect to see a lot of altcoins being mentioned, it appears that the community is primarily interested in XRP and Ethereum. One user even put it as how "big cap coins" need to be added due to their liquidity and high trading volume.
Jay Hao also wants to experiment by putting users in his shoes. One remarkable question is how, if someone else were to take over as OKEx CEO for a while, how they would evolve the current trading products available to users.
Based on the responses, it seems that there is some demand for additional fiat currency pairs. Another user would like to see a more streamlined trading interface to reduce time spent on transferring assets between different accounts.
Although the questions outlined by the OKEx CEO seem to touch on all aspects of the exchange, users were also invited to submit their own questions. It is a great way of showing users that the company CEO genuinely cares about their feedback and comments. In terms of customer service, efforts like these set OKEx apart from virtually all other exchanges on the market today.
One user inquired about why some services and products are not accessible in all regions.
Unfortunately, the cryptocurrency exchange industry needs to meet regulatory criteria in most countries, sometimes making it difficult - or even impossible - to provide specific services in certain countries. This applies to all exchanges and trading platforms worldwide, and remains an aspect that OKEx and others will try to address when the time is right.
