Case Study: Crypto.com improves CSAT and reduces handling time with Solidroad

How Crypto.com Boosted their CSAT by 3% with Solidroad

Crypto.com, a leading cryptocurrency exchange, faced a challenge with its expanding customer support team. They lacked the visibility to measure agent quality at scale and had no way to verify that new agents were ready to handle live customer tickets. This issue led to inconsistent service, longer handling times, and a slow diagnosis of complex issues. Solidroad provided its automated quality scoring to address this core visibility problem.

The solution from Solidroad involved implementing quality validation simulations for new agents and automated scoring across all customer conversations. This gave Crypto.com complete visibility and ensured agents were prepared before going live. As a result, Solidroad helped Crypto.com achieve an 18% reduction in average handling time and a 3% increase in customer satisfaction (CSAT) scores.

Crypto.com

Alex Dimitrov

Head of Training