Terms like “customer obsessed” and “customer-centric” are used a lot these days. At Kraken, it’s not just buzzwords.
Since its launch over 11 years ago, our customers’ support experience has been a fundamental differentiator at Kraken. Customer support led by passionate crypto specialists from around the world has been and will continue to be a fundamental part of our mission.
Much like our industry-leading safety and engineering practices, we don’t often brag about customer experience. Instead, it’s something we’re committed to continually improving.
Between the Kraken Learning Center, Kraken Supportand our many crypto experts, we have made it easy for you to transition into the crypto ecosystem.
But don’t just take our word for it.
We have been praised by customer-obsessed organizations all over the world. Most recently, we won first place in the “Customer Success” category at the European Customer Orientation Awards. We were also finalists in the “Best Customer Experience Team” and “Best Employee Experience” categories.
Let’s take a look at some of the customer experience standards that have helped us earn our reputation as the most supportive partner in your crypto journey.
The Kraken Support Difference
At Kraken, our goal is to provide a safe, collaborative, and seamless experience for our customers. To achieve this, we recognize the need to always put the best interests of our clients first. We use several tools to turn what is often perceived as a daunting and frustrating crypto experience into something anyone, anywhere can understand.
Beyond our live chat, voice, and email support specialists, we fit in where discussions about the future of crypto are happening. You will regularly see us answer customer questions on all major social media platforms and provide answers that support their crypto journey.
When you contact us directly, 90% of live chat messages are answered within 30 seconds. This level of responsiveness has enabled us to obtain a customer satisfaction score of 93%*.
Crypto never sleeps. We neither.
When it comes to your financial freedom, there’s never a day off. As you embark on this journey, wherever you are in the world, you will need a Kraken crypto specialist by your side.
We have never been a company that expects the world to adapt to the way we do business. On the contrary, we adapt to accompany you. Kraken Support hires specialists from around the world, ready to answer your country-specific questions. Our specialists speak more than 13 languagesso you can get the answers you need, when you need them, in the language of your choice.
Our support team is available by phone, 24/7. For what? Of course, we host hundreds of articles that answer potential crypto questions. But we understand that you might want someone else to walk you through the next step in your crypto journey.
Listen and learn from our customers
At Kraken, we understand that you rely on our products and services to enhance your financial freedom. We value your feedback and use it to improve Kraken. You can always tell us directly if you discover ways we could improve our tools and systems.
We prioritize the feedback you provide to our support team and champion it within Kraken to deliver the improvements you, our customers, expect. Whether you are looking for new funding methods, crypto-assets or advanced trading features, we are always listening and will implement your ideas wherever possible. When you tell us what you need, we do our best to listen and respond by implementing the requested features you want.
In this way, Kraken Support is much more than just a “contact center” or customer support team that answers your questions or walks you through a process. At Kraken, support is a forward-looking tool for product development that plays a fundamental role in improving our customers’ experience.
After all, if you have a question about a process or an idea about a new feature, there are millions of others who would benefit from it too.
No finish line on the road to financial freedom
In our quest to deliver the best products and services that connect all parts of the crypto ecosystem, there is no end destination. That’s why we strive to constantly evolve, adapt to our customers’ needs, and find new ways to hear and act on your feedback.
It’s also why we continue to invest in the people, technology, processes and standards that allow us to better serve our customers. We learn from your feedback, research new efficiencies, and make decisions based on what we think will give you the best experience.
If a new process can shorten our response time or make our customers more satisfied, we will strive to use this new standard.
Ultimately, we are cryptocurrency enthusiasts just like you, and we want to support you on your crypto journey.
Need more proof?
Head to Kraken Support Page to see how we support you every step of your crypto journey.
*Satisfaction score results from Kraken customer satisfaction survey results collected after customer interactions