ChangeNOW Support: Driving Growth and Customer Success
At ChangeNOW, we take pride in the fact that our system runs so smoothly that support is rarely needed. However, when issues do arise, we provide unparalleled support for both customers and business partners in order to guarantee seamless and smooth transactions for customer satisfaction around the clock.
Key Takeaways
- 24/7 Human-Centered Support: ChangeNOW provides round-the-clock support with 96% of inquiries answered in under 3 minutes and an average resolution time of 3 hours.
- Effortless Issue Resolution: From wrong network deposits to double transactions, we handle issues seamlessly without disrupting user experience.
- Partner-Focused Solutions: Business clients benefit from dedicated support channels, strict SLAs, and the option for a personal account manager.
- Reliable, Stress-Free Service: With 99.9% of issues processed smoothly, ChangeNOW ensures a hassle-free, human approach to customer support.
Always There, Always Fast: Our 24/7 Support
Our support operates 24/7, ready to react to any request. We are aware that the crypto world never sleeps, neither do we. Whether you are a huge partner swapping 3 BTC or just exchanging $10, we treat each and every customer with the same respect and urgency.
Key Stats:
- 96% of inquiries are answered within 3 minutes.
- Average Resolution Time: 3 hours
- 30-Minute Verdict + ETA
The Human Touch: Personalized Support That Puts You First
While the automated solution is a default option at ChangeNOW (for example, if you sent tokens in the wrong network), we acknowledge the peculiarity of each and every client and their very right to receive an answer that befits the level of their concerns. Be it some minor issue with a simple crypto exchange or a difficult technical problem - the response to every demand is handled in a manner that keeps the users cool and informed.
We have a Zendesk chat bot that streamlines common queries, but we’re moving away from over-automation. The moment you reach out to get help from a support specialist (simply send ‘Human’ or ‘Operator’ in the live chat), you’re connected with a live operator, ensuring that your issue is handled swiftly by a real person.
Here’s how we handle common issues:
- Deposits sent to the wrong network or coin? We handle it without the user even noticing.
- Double deposits? Double deposits? We process them promptly to ensure no loss of funds.
- Missing memos? Our team ensures transactions are processed smoothly.
TON Network Disruption: A Case Study in Handling Complex Situations
Sometimes, issues do get out of the ordinary, and we've built our support infrastructure to deal with those complex situations. For instance, when the TON network went into huge disruption last summer, other services struggled, while we kept deposits safe, waited for the network to get online, and processed users' transactions at the rate they'd initiated.
Focused on Your Time-Saving and Clarity
This thereby means saving time for clients. We understand that the world of crypto transactions hangs on every minute, so the team works efficiently to minimize these minutes to resolve issues timely. When a client contacts them regarding an issue, they ensure an explanation of the situation, telling them how long it should take to resolve, and making the process as hassle-free as possible.
With us, your clients won’t lose the confidence to use crypto. We understand the stakes, and our dedicated team ensures that the process stays stress-free.
Dedicated Support for Partners
One of the biggest benefits of partnering with ChangeNOW is the exclusive support channels for business clients.In certain cases, you may also have the opportunity to have a dedicated account manager. For our business clients, we offer dedicated support channels with strict Service Level Agreements (SLAs), so your issues are prioritized and resolved as quickly as possible.
We don’t just offer a first-line customer service team—we provide a second-line support service that works around the clock to resolve complex issues quickly and efficiently.
Every affiliate is assigned a dedicated support channel, ensuring that any problems their users experience are addressed ASAP — without the long wait times. From transaction issues to API-related questions, we’ve got your back, 24/7.
Our philosophy: We focus on client experience first, always maintaining a calm, human approach, no matter how urgent the situation.
Why Choose ChangeNOW?
- 99.9% of issues are processed without users even noticing.
- We never leave a client hanging—support is available 24/7.
- We’re all about the human approach, no bots or formulaic responses.
- Dedicated support channels and account managers for business clients.
- Fast, efficient, and effective problem resolution for all crypto-related issues.
- Strict SLAs ensure your requests are handled swiftly.
At ChangeNOW, we do not solve problems; we provide the kind of support that makes clients confident, secure, and ready for crypto combat.
To explore how ChangeNOW can help you increase revenues, visit our API page and join as an affiliate. Let’s build the future of seamless, high-speed crypto transactions together.
