A recent report by Gitnux has found that 72% of cryptocurrency platforms lack 24/7 customer support, indicating a limited availability of real-time human assistance. At the same time, 68% of cryptocurrency traders cite customer service as a critical factor in their choice of an exchange, 73% would switch to a platform with better service, and 40% would leave an exchange after just one bad experience.
The report also states that support issues have gone unresolved for 45% of crypto investors, and 57% of crypto platform users have encountered at least one security concern that required support. Almost half (48%) of crypto traders say that challenges in resolving account issues have led to loss of funds, underscoring the need for timely assistance.
Fewer than a third (30%) of cryptocurrency platforms have dedicated customer experience management teams, suggesting a persisting market gap that the founders of On-Demand Trading (ODT) identified back in 2022. Moreover, many crypto exchanges impose withdrawal limits and lengthy settlement times, which have been cited as a source of dissatisfaction by 58% of users. Consequently, ODT was launched with the lofty goal of combining top-notch customer service and bank-level compliance and security.
Human Touch Strengthens Every Business, Especially in Crypto
For crypto traders and investors, human support helps build trust and accountability, encouraging them to make bigger investments. Face-to-face or voice-to-voice contact with an actual human being lends credibility and makes a substantial difference in customer experience, as long as the representative acts competently and professionally.
The right balance between human resources and technology is an effective way of creating trust. Over 60% of users report that timely responses from customer service increase their confidence in the platform. Another 60% say they are willing to trade cryptocurrencies, although many of them remain largely unregulated.
The related risk makes a strong case for human support, drawing attention to the need for timely, competent intervention if something goes wrong. Despite this need, the option is lacking even among leading crypto exchanges.
According to a 2025 analysis by HoldNeverFold of major exchanges, including Coinbase, Binance US, Gemini, KuCoin, and Kraken, most permit human contact only in exceptional cases. On Reddit, users have complained about receiving automated replies from platforms, which aren’t helpful in resolving their issues. This establishes a paradox, as no company is unwilling to see clients return for more business, and a customer service team that meets or exceeds expectations puts companies in a position to achieve just that.
Satisfactory Customer Experience Starts with Addressing Top Pain Points
The primary concerns faced by new crypto users are onboarding and security. The world of cryptocurrency is not simple: beginners are often unfamiliar with key elements like seed phrases, keys, and wallet management. Many of them keep their assets on centralized exchanges, which are vulnerable to cyberattacks or insolvency. Ultimately, it is easier to hold crypto than to trade it, and eventually, the customer sells and leaves the exchange, which fails to accumulate trading fees.
Additionally, it’s hard for a layperson to choose a trading platform. Newcomers often hear about scams, directing them into believing that every crypto exchanges are shady. At such times, quality human support and adequate safety measures will enhance a crypto company’s reputation, helping it stand apart from competitors.
Since ODT was founded in 2022, it has blocked over $10 million from going to scammers and saved numerous clients’ life savings. Its services entail a focus on customization, efficiency, effectiveness, and compliance. The platform caters to high-net-worth individuals, businesses that accept, invest in, or pay with crypto, and everyday traders seeking fast, secure, and private transactions; three groups that share a need for knowledgeable and helpful customer service. Its recent milestone of accumulating over $240 million in trading volume reflects clients’ appreciation.
Harnessing the Power of Human Expertise
The current crypto landscape presents a paradox: while the technology is designed to be decentralized and automated, the user experience often leaves traders feeling isolated and unsupported. This is the gap that innovative platforms like On-Demand Trading (ODT) are filling. Instead of forcing users to navigate complex DIY interfaces or argue with unhelpful AI chatbots when a significant transaction is on the line, ODT has built its model around providing direct access to human expertise.
This “human-in-the-loop” approach offers a distinct advantage. For high-net-worth individuals and businesses that transact in large volumes, the ability to speak directly with a dedicated account manager provides a level of assurance that an automated system cannot match.
ODT’s services are tailored to the specific needs of their clients, offering a bespoke experience that encompasses:
- Personalized Onboarding: New clients are guided through the complexities of setting up secure wallets, understanding private keys, and navigating the platform’s features by a real person, not a tutorial video.
- Trade Execution and Strategy: ODT’s clients can collaborate with experienced traders to execute complex orders, discuss market trends, and develop personalized trading strategies. This is a far cry from the one-size-fits-all approach of most exchanges.
- Support for Critical Issues: ODT clients have direct access to a dedicated team from 9 AM to 6 PM CST, Monday through Friday. When a large transfer is delayed or a security concern arises, our experts are available during these hours to immediately investigate and resolve the issue. This still stands in contrast to the 45% of crypto investors who report unresolved support issues on other platforms.
By prioritizing this human-centric model, ODT is not just providing a service; it’s building long-term relationships based on trust and accountability. The platform’s recent milestone of accumulating over $240 million in trading volume is a testament to the value that clients place on this high-touch approach.
Benefits of Human Support Outweigh the Costs
The median annual salary of a customer service representative was $39,680 in 2023. Some platforms charge hidden fees for human support, and these are among a slew of other fees, such as spread markups, deposit and withdrawal fees, network fees, currency exchange fees, inactivity or maintenance fees, double transaction fees, or premiums on instant buys. Nearly 65% of crypto traders and investors say that transparency increases their confidence in exchanges, and top-tier companies demonstrate their dedication to the customer experience by offering quality human services and transparent fees.
While the costs associated with live human support are undeniable, going back and forth with a bot wastes a lot of time and effort, not to mention the risk of losing funds. A tenacious individual may overcome the frustration, but a less vested user could decide the headache isn’t worth it and leave the exchange. Live human support will always be necessary and more cost-effective over the longer term, and companies that provide human connection when needed stand out in an increasingly automated world.
