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A Letter from Our CEO: Customer Service Upgrades and Our Commitment to Our Users


In this personal letter addressed to our community, Binance CEO CZ addresses our ongoing efforts in meeting growing customer service requests and how we are scaling efforts to improve our user experience. 

Dear Binancians,  

First and foremost, we are very sorry. We sincerely apologize for any inconvenience caused by delays in our customer support. Our users have always been our number one priority and we’re deeply sorry that we didn’t serve all our users in a timely manner. 

Since the beginning, we had prided ourselves on providing 24/7 support to our users. However, as the crypto industry welcomes tremendous growth this year, the active user numbers on Binance have grown 10 times and so have our customer service requests. Unfortunately, our customer support function has not been able to scale as quickly as user growth to provide the same level of support that you have come to expect. 

Regardless, we owe it to you, our users, to deliver the experience you deserve. Your trust in us is important -- and here’s what we’re doing to rebuild that trust. 

  • Online Chat 5.0: Binance’s original Zendesk system has been discontinued because it can’t effectively and efficiently scale to meet our requirements, so we have launched our upgraded Online Chat 5.0. The upgrade includes an AI bot that uses advanced keyword detection to help users resolve common issues immediately and helps transfer users’ specialized requests between different departments. The team has dedicated tremendous effort in continuously improving AI bot’s performance. 

  • Expanded user self-service resources: Our teams are hard at work developing self-service tools for users in need, and updating and expanding our FAQ and tutorial inventory to help our users find the answers to common queries and troubleshoot most issues.

  • More customer support agents: We understand that many problems still require dedicated customer support agents to resolve. So much so that we’ve tripled our customer support team headcount during the first quarter of this year. We’re still interviewing, hiring and onboarding new customer support agents across multiple languages (English, French, Portuguese, Russian, Spanish, Turkish and others) to further improve our capacity and turnaround times.

What to do if you are experiencing any issues

We hope you find the following resources helpful. 

  • Support Center and FAQ: Get answers to frequently asked questions and access our comprehensive directory of helpful support articles.

  • Binance Academy: Our all-encompassing guide to all things crypto with useful articles and tips for everyone, from rookies to seasoned traders. 

  • How to use Binance Customer Support: Instructions on how to use our Online Chat 5.0 function, or how to connect to our live customer service agents for hands-on support.

Our commitment to you

We will continue to dedicate the best of ourselves to serve you. Rest assured we are working hard to attend to all customer service requests and to scale our support function in a timely manner. And we will continue to develop new products and services based on community feedback, provide resources that help our users get the most out of their crypto experience, and always ensure our users’ funds are SAFU.

Thank you for your continued support and understanding, 


Binance Founder & CEO