CEO of Binance Chanpen “CZ” Zhao shared his own recommendations for working with the service exchange support in the light of “overwhelming” number of calls. The easiest way to contact Binance support is by clicking on the chat icon at the bottom right of the screen.
“We are doing a lot to improve the situation. This is our top priority now. In the meantime, I want to give you some recommendations that will help us help you better, ”Zhao writes.
- The queue is long enough, but you don’t have to wait on the network. Binance has made changes to the chat system: now you can just ask a question and leave. The position in the queue will be saved. When one of the agents takes care of your question, the system will inform you about it via push notifications and emails. It is enough to return within 24 hours to save a place in the queue.
- Provide as detailed information as possible. The more information you provide, the faster and better the exchange will help you. If you just write “My deposit didn’t arrive,” the agent will need to ask you for the transaction ID anyway. Additional correspondence increases potential delays. Why not just describe the situation in as much detail as possible while you wait anyway, Zhao asks. Describe WHAT problem you faced and HOW it happened, that is, how you got into this situation.
- Check the message for grammar and spelling errors. This often makes it difficult to understand the essence of the call, which again limits the speed and ability of the exchange to help, Zhao notes.
- Check out the FAQ and Binance Academy for a wealth of information. In many cases, it is faster to find an answer there than to wait for it from a living person.
- The first person you will be connected to will be the bot. This helps to relieve the burden on employees and to solve some of the users’ questions. A bot, for example, is able to check the verification status of an account or synchronize a balance.
- No need to spam. Applications are considered on a rolling basis. Opening a new case does not bring you closer to the top of the queue.
- “Be polite. We’re sorry you had to wait, but our support agents have been working in two shifts for several months. A little respect from each side can go a long way. Rudeness doesn’t solve the problem. We are far from perfect, but we are constantly improving. “