Case Study: CoinSwitch improves support efficiency and agent satisfaction with Surveypal

CoinSwitch improves AHT with Surveypal through root cause analysis

Coinswitch, India's largest crypto trading platform, faced challenges with agent burnout and the need to optimize support operations and user experience during new product launches. To address this, they partnered with customer experience vendor Surveypal to implement its solutions and gather crucial employee feedback.

Surveypal provided the tools to measure and improve employee satisfaction, which was central to Coinswitch's strategy. By utilizing Surveypal's feedback surveys, including NPS and Manager Feedback Surveys, Coinswitch gained actionable insights that helped them reduce agent burnout, improve process efficiency, and create more effective leaders, ultimately leading to a better experience for both internal and external customers.

Coinswitch