<p>Korean crypto exchange Coinone <a href="https://www.wowtv.co.kr/NewsCenter/News/Read?articleId&#61;A202311070046&amp;t&#61;NN" rel="noopener noreferrer nofollow">revealed</a> on Tuesday (local time) that the number of customer inquiries sent to its support center has nearly halved since it began introducing various updates to boost user convenience in the second quarter of this year. The exchange explained that it has been consistently collecting and analyzing customer feedback and then applying these insights to enhance its products and services.</p><h2 id="header-0">Taking initiative to improve user experience</h2><p>A recent analysis of voice of the customer (VOC) data collected by the support center up until this year’s third quarter showed that the overall volume of inquiries began to decrease in Q2, and the total number of inquiries in Q3 subsequently decreased by 24.7% compared to Q2. Notably, in September, the inquiries decreased by a whopping 45.5% compared to April. This translates to an average monthly decrease of about 11%.</p><p>This trend can be attributed to ramped-up efforts for product convenience starting in Q2, which has had a positive impact on reducing customer inquiries. Earlier in May, during a short period of transition when Coinone changed its affiliated bank from Nonghyup Bank to KakaoBank, the exchange released notices with relevant information regarding transactions, deposits and withdrawals that made it easier for customers to navigate the transition. The number of related inquiries subsequently decreased by 86%.</p><p>Furthermore, in June, queries regarding password recovery and mobile device authentication reset decreased by 58% and 65%, respectively, after Coinone provided simple guidelines for inactive customers to reset their passwords without having to contact the support center. Submissions to the support center for assistance with fiat deposits and withdrawals also dropped after the exchange <a href="https://medium.com/&#64;coinness.gl/coinone-boosts-crypto-account-security-with-naver-two-factor-authentication-502455cdf545" rel="noopener noreferrer nofollow">added Naver as a channel for two-factor authentication</a> (2FA) to its account setup system.</p><h2 id="header-1">Additional updates</h2><p>Other noteworthy updates include the Coinone app version 3.0, which came with a new updated interface with five tabs — transactions, trading prices, charts, market prices and other information — for users to explore.</p>

Coinone reports decline in customer inquiries due to improved user convenience

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