Bitcoin has blasted into the mainstream and we’ve become the gateway to crypto for many users across Europe. It’s certainly an exciting time for our users investing in digital assets.
However, as a business, we are also experiencing some growing pains as a direct result of accumulating worldwide attention in such a short amount of time.
Growing pains are expected - but not for long
While nobody has a crystal ball to predict the price of bitcoin, this bull run has tested our capacity as a company. Signups are doubling and tripling day-by-day, and so are the required ID verification call waiting times for our new customers. As a result of both, the number of customer service requests have also multiplied significantly.
Firstly, we’d like to apologise for the teething problems that occurred during this bull run. They are lessons that we have taken on board and even bigger lessons we’re working through in times of high growth. High growth means we must scale efficiently, and this is what we are going to do in the future to ensure the greatest experience for our customers.
What we’re working on:
Doubling down on our customer support efforts
- From new starters to avid members of the Bitwala community, whatever your concern, we want to help you get set up-and-thriving with your Bitwala account. We are working hard to scale our customer support teams and processes. This ensures customers receive prompt responses to their issues and receive an optimal customer experience.
- We have and will continue to ramp up our hiring efforts and capacities to ensure your query is dealt with in a timely manner - we know the price of BTC won’t wait, so why should you?
Scaling our business
- Our mission is to bring digital assets to everyone and we want our users to feel supported from the very moment they open their new Bitwala account. To do so, we are working closely with our partners to scale video verification capacities as well as implementing new features to improve customer experience.
We believe the above measures, which will be rolled out over the next few weeks, will ensure we are well equipped to manage the unprecedented demand for crypto across Europe.