Robinhood, a popular trading app, announced Tuesday that it has added round-the-clock phone support to better service its ever-expanding user base, which includes millions of people who have joined up to invest in crypto.
Users of the app can now talk to a live customer support professional 24 hours a day, seven days a week, including holidays. The company claims that the 24-hour help line is part of a larger effort to improve reliability and accessibility, as well as respond to customers’ time-sensitive needs.
Users can use the Robinhood app to request a call and will receive a reminder when they are next in line for a phone discussion. The call will then be initiated by a Robinhood representative.
Robinhood Crypto’s chief operational officer, Christine Brown, said the firm is scaling up its customer care in response to increasing volumes and lengthier wait times that are typical of large exchanges.
She stated that her firm is dedicated to “resolving three fundamental hurdles to our financial markets,” namely economic, educational, and emotional barriers. She elaborated on the emotional side:
“To overcome emotional barriers, we need to help everyone feel that they’re ready to become investors, that they belong, and that they’ll get the support they need when they need it. We hope providing 24/7 phone support will continue to break down these barriers.”
Brown revealed that Robinhood has approximately 2,700 customer care employees as of June. This year, the corporation expects to boost its customer service unit by a factor of 2 1/2.
For many bitcoin traders, customer service, or the lack thereof, has become a critical issue. Thousands of Coinbase clients were unable to contact customer service even after their accounts were compromised, according to Cointelegraph. This problem isn’t confined to Coinbase.
Because trading platforms are unable to increase their support staff rapidly enough, especially during bull markets, crypto exchange service has been criticised as universally awful.
This problem has also resulted in infrastructure congestion during high-volume periods, preventing millions of traders from accessing their accounts when they are most needed.
In July, Robinhood filed for its first public offering, revealing that it had 18 million registered accounts and $80 billion in assets. Many of these consumers are drawn to Robinhood because of its commission-free trading services and the ease with which they may buy equities and cryptocurrencies.