Case Study: Bitkub democratizes crypto access and scales customer support with Zendesk Messaging

Bitkub + Zendesk Democratizing cryptocurrency exchange through simple, secure access

Bitkub is Thailand’s leading cryptocurrency exchange focused on democratizing blockchain through education and a user-friendly platform. Rapid growth since its 2018 launch—1.4M monthly site visits and surging customer demand—brought heavy support pressure, regulatory scrutiny, and spikes of up to 5,000 tickets a day, creating a clear need for scalable, multi-channel customer service and self‑service education.

Bitkub implemented the Zendesk suite (Chat, Guide, Support, Talk), integrating live chat across web and mobile, social channels, and internal tools like Slack, and built a 500+ article knowledge base. The result: roughly 100K help center views per month with 15% of that traffic converting to the exchange, 90% CSAT, broad company adoption of Zendesk, and the ability to handle high ticket volumes and support remote operations while sustaining market leadership.

Bitkub

Atthakrit Chimplapibul

Co-founder and Chief Executive Officer