Case Study: Bit2Me Cuts Missed Calls and Wait Times with CloudTalk

Reducing Missed Calls from 80% to 14% and Cutting Wait Times from 20 to 4 Minutes

Bit2Me, a cryptocurrency exchange in financial services, wanted to preserve its signature human phone support while handling rapidly growing inbound volume. Their small support team was overwhelmed by a legacy landline setup, leading to long waits, no call visibility, and missed calls on up to 80% of inbound contact attempts. CloudTalk helped them bring structure to customer support with a scalable phone system and integrated tools.

With CloudTalk’s call routing and queueing, live agent monitoring, CRM integration, and call analytics, Bit2Me automated call flows, routed customers by language, and gave agents real-time access to customer history and team status. The results were significant: missed calls dropped from 80% to 16%, wait times fell from over 20 minutes to 3–4 minutes, and the support team scaled from 2 to more than 20 agents. CloudTalk enabled Bit2Me to manage support more efficiently without losing the human touch.

Bit2Me

Flor Bogdanova

Customer Success Manager