Exchange Customer Service Efficiency Advancement: From 24-Hour Standard to Minute-Level Response Iterations

Recently, many users have been complaining about customer service experience. This topic is worth discussing in detail because, in the early days of the crypto market, customer service efficiency was indeed the core competitiveness of exchanges.

Let's review the industry situation in 2017: most platforms had backlog tickets, waiting months for responses. At that time, the industry was still growing wildly. Some exchanges took the lead in launching the "24-hour response guarantee," which was already a significant improvement at the time.

Later, the standards were raised again. From 24 hours to a 5-minute reply, and then to a response within 1 minute—this progression clearly reflects the increasing market competition, rising user experience expectations, and the gradual improvement of platform customer service systems.

Customer service speed may seem like a small matter, but it actually reflects the operational mindset of the exchange: how quickly you respond to user issues indicates how much resources you have invested and what kind of team you have built. This is also why leading platforms are increasingly paying attention to customer service experience.