The stock and cryptocurrency trading platform is addressing widespread customer service problems in a year that began with a damaging scandal.
The company wasted little time in noting that it is the first crypto platform to offer a 24/7 service. Robinhood went public in July — despite the IPO being overshadowed by a scandal that saw it accused of putting the needs of a lucrative hedge fund ahead of its customers.
Support service starts with a request on the Robinhood app, which will generate a notification when the customer is next in line for a callback from the support team. This will include the number that the call will be coming from to help customers differentiate it from spam, the company announced. It will likely provide a line of defense against phishing attacks.
Nor will a missed or dropped call push users to the back of the line, the company said, promising a callback message with a notification about how to jump back into the queue.
The support service will not just be limited to technical issues, Robinhood said, adding:
“You can get answers any time you need on anything from how to request shares for an upcoming IPO to questions about a recent crypto purchase.”
The company also promised that service reps trained in specific areas of Robinhood’s business will be available, recommending that customers seeking a support call be as specific as possible when making the in-app request. It explained:
“For example, if you reach out with a question about options, you’ll get a call directly from a registered representative to help you.”
Robinhood added that it has doubled its customer service staff this year, and is continuing to enlarge it.
It hasn’t been a good year for Robinhood when it comes to customer service.
“Trading on Robinhood Markets Inc. takes seconds. Getting an account problem fixed can take weeks.”