Klever's Customer Support Operations, by Head of Support Mathijs Bok
Navigating the crypto world can be difficult, so we at Klever have built a world-class support system where all users can get personal answers & ensure that your issues are resolved quickly.
First of all, I would like to introduce myself. I’m Mathijs Bok and Klever’s Head of Customer Support Operations, and have been with the company since its inception in 2017.
The reason I started working for Klever was that I loved the app so much due to its simplicity and ease of use. I was already experimenting in crypto through all kinds of other apps and crypto wallets, but none met the requirements I was seeking. Simple. Fast. Secure. Elegant. Easy to use, even for beginners. Klever stood out from the rest, and was able to tick all the boxes.
After getting in touch with Dio Ianakiara, CEO and co-founder of Klever, I initially started out as a translator for the app, expanding the list of languages supported by the app as Klever was growing into a global phenomenon.
Klever changed my life, changed my vision of crypto and changed my view on traditional banks.
The feeling you have when you are in full control of your hard earned money with Klever is the best feeling you can have.
In a culture were banks and governments are constantly seeking to gain more control over you, Klever enables millions of crypto lovers to be financially independent.
Today, I work full time for Klever.io as Head of Customer Support Operations where I am honored to lead an amazing team of global Support Agents and Moderators. Currently we manage our support ticket system through an experienced team of over a dozen Support Agents who stand ready to answer your questions or solves your issues day and night, 24/7.
During workdays we have also a chat open were users can directly get an answer to your question. Never hesitate to ask us when you’re in doubt of a situation, that’s why we’re here, and we truly love what we do.
Quick & Personal Support
With over 150,000 daily active users (DAU), more than half a million monthly active users (MAU) and above 3 million total users worldwide, Klever needs 24/7 classified support to help our users in need.
I have always strived for quick and personal support.
Personally, I have encountered bad support numerous times with other apps and crypto platforms. Providing world-class and personable support in a very swift and effective manner is therefore a mission we take seriously at Klever.
My idea has always been that the user must have a first response from our team within 1 hour. Then the ticket needs to be solved within 24-48 hours maximum. We ensure to keep that even as Klever scales and grows globally.
To give you an insight into how our Customer Support works, here are some current statistics gathered over the last 30 days:
Per day we receive an average 150-200 tickets.
First response time is under 10 minutes for all tickets over the past 30 days.
We served over 5,500 tickets last month.
A support ticket is solved on average within 9-30 hours.
Ticket team consist of 11 Support Agents.
Telegram team consist of 23 Moderators for different languages.
Translation team consist of 20+ Translators.
Satisfaction rate over all tickets is around 90% gather by user feedback.
Every day we strive for the best support at the highest level.
We are a financial ecosystem where the user, together with their experience and security, is our number one priority. With this in mind, we do our best each and every day to provide all our users a feeling of “VIP” treatment.
What can you expect more from Klever Support?
In the near future our Klever Exchange and Klever Browser will launch to the public. All new products that are going live will result in extra demand for support.
To maintain our high satisfaction rate, our quick response time, and our swift solving time we will hire 10+ more people for Klever Support to maintain our services.
We are already having our Zendesk live support chat open 24 hours a day on weekdays. Our goal is with the newly hired agents to provide live chat support service 24/7 every day on the chat, also on weekends. We are already having 24/7 support on the ticket system, but we have seen that the live chat is a very helpful and quick tool to answer users’ most common questions and inquiries.
So if you are a long-time Klever user, knowing the Klever team’s products and services well, make sure to subscribe and be on the lookout for our new full time positions within Klever Support through our Career page at klever.gupy.io.
Because one thing I can say with great pride, Klever is and will stay a family for me, and also for you.
I hope we gave you a good insight into our Customer Support system and how we ensure that our users always have a safe and trusted place to come to ask questions and resolve any possible issues they might be facing.
If you have any question or encountering any difficulty when using Klever, don’t hesitate and create a ticket at support.klever.io/hc/en-us/requests/new.
Head of Customer Support Operations at Klever