Case Study: Coinstop achieves faster response times and scalable omnichannel support with Kayako

How Kayako helped CoinStop reduce average response time and implement omnichannel customer support

Coinstop, a Mornington, Australia-based provider of cold-storage cryptocurrency hardware wallets, grew rapidly after launching in 2016 and struggled to scale its customer support. The small team was using a single shared email account, which made tracking conversations, standardizing responses, and handling repetitive inquiries difficult — causing missed requests, frustrated customers and inefficient use of agent time.

By adopting Kayako’s omnichannel help desk and SingleView dashboard, Coinstop centralized email, social and live chat conversations, implemented automatic routing and assignment, and enabled easier collaboration with internal experts and vendors. The result: faster, more personalized responses, reduced average response times, the ability to handle higher ticket volumes with the same staff, and improved customer satisfaction and loyalty.

Coinstop

Christopher Pavlesic

Co-founder