How Crypto.com Boosted their CSAT by 3% with Solidroad
18%
reduction in Average Handling Time
3%
increase in CSAT scores
1000+
active users
Overview
Crypto.com is a leading cryptocurrency and financial services exchange, providing users with secure digital transactions, trading, and financial management tools.
Crypto.com’s support team struggled with slow issue resolution times and declining CSAT scores. Agents lacked a structured way to practice real-world customer scenarios before handling live interactions. By introducing scalable, AI-driven simulations, they reduced Average Handling Time (AHT) by 18%, improved CSAT scores, and created a more efficient, high-impact training program.
Industry
Cryptocurrency & Financial Services
CUSTOMER
user since
Oct 2024
Website
The Challenge: Slow Issue Resolution & Inconsistent Support Quality
Crypto.com’s new support agents faced significant hurdles in delivering high-quality service:
Longer handling times – Agents took too long to resolve customer issues.
Lower CSAT scores – Customers were dissatisfied with response efficiency.
Poor issue identification – Slower diagnoses led to delayed resolutions.
Ineffective communication – Agents struggled to explain complex topics clearly.
New support agents struggled with the transition from training to real customer interactions, impacting both CSAT and handling time.
Alex Dimitrov, Head of Training
Finding a Scalable Training Solution
Before making improvements, Crypto.com relied on:
Manual chat role-plays – Trainers impersonated customers in one-on-one exercises, which didn’t scale.
Limited real-world simulations – Agents lacked exposure to diverse support scenarios before going live.
They needed a more structured, scalable approach:
AI-powered simulations – Allowing agents to practice real-world customer issues.
Scalable knowledge checks – Reinforcing critical skills with ongoing training.
Structured feedback loops – Providing clear performance insights to accelerate learning.
How Crypto.com Transformed Support Training
Crypto.com integrated structured training simulations across multiple programs:
1. New Hire Training: Real-World Practice Before Going Live
Created onboarding simulations to replicate real customer interactions.
Allowed agents to build confidence in a risk-free environment before handling live issues.
2. Ongoing Training: Continuous Skill Reinforcement
Introduced regular knowledge checks to reinforce key troubleshooting skills.
Enabled scalable coaching that didn’t require manual trainer involvement.
Simulations allowed agents to sharpen their skills before speaking with real customers, leading to faster resolutions and better outcomes.
Alex Dimitrov, Head of Training
The Results: Faster Support & Higher Satisfaction
Since implementing structured training simulations, Crypto.com has seen:
18% reduction in Average Handling Time (AHT) – Faster resolutions and improved efficiency.
3% increase in CSAT scores – Customers received better support from well-prepared agents.
Scalable, structured training – Allowing Crypto.com to onboard and upskill agents more effectively.
The Future of Training at Crypto.com
By integrating AI-driven training simulations, Crypto.com has:
Reduced training friction – Agents transition smoothly from learning to live support.
Created a scalable, high-impact training system – Standardizing quality across global teams.
Improved issue resolution speed – Faster support responses and better customer experiences.
With reduced handling times, improved agent confidence, and better customer satisfaction, Crypto.com’s structured training strategy is now a key driver of their support team’s success.
This has transformed how we train our support team—more efficient, effective, and scalable.
Alex Dimitrov, Head of Training
