$BNB CZ's new book reveals the tough operations from Binance back in the day!
A major reform in customer service, directly reducing response time to within 1 minute!
On April 8, CZ discussed the reforms in the Binance customer service team in his new book "The Binance Life".
During the big bull market in 2021, the number of Binance users surged dozens of times, and the original customer service system simply couldn't handle it. Even with a large number of new customer service representatives hired, the backlog of user tickets continued to grow, making it impossible to manage.
Later, Binance changed its approach: compressing customer service training time to 3 days, only teaching how to handle one type of ticket at first, and once learned, they would start working. At the same time, they fully upgraded the AI customer service robots, letting the robots answer user questions first, and if the robots couldn't handle it, then it would be passed to human customer service.
CZ also made significant changes to the customer service management team: promoting a group of managers who could use the new system and transferring the management authority of customer service to the operations department, which means handing it over to He Yi. He Yi is meticulous, patient, and genuinely considers the users' needs. After a few weeks of adjustments, customer service efficiency significantly improved, and user complaints were greatly reduced.
In 2021, CZ first required reducing the customer service response time from 1 hour to 5 minutes. At that time, many thought it was impossible, but in the end, most tickets were resolved within 5 minutes. By the end of the year, CZ set an even tougher goal: to aim for a reply to users within 1 minute.
Although they added a lot of customer service staff afterward, during peak periods, it was still impossible to achieve a 1-minute response for every ticket. However, CZ took it in stride: even if shooting an arrow towards the sun didn't hit it, at least it could land near the moon; as long as the direction was right, that was enough.
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