Crypto.com improves CSAT by 3% and reduces handling time by 18% with quality visibility at scale

18%

Reduction in Average Handling Time

Increase in CSAT scores

1000+

Active Users

Industry

Cryptocurrency & Financial Services

Customer

Alex Dimitrov

Head of Training

User since

Feb 2025

Crypto.com is a leading cryptocurrency exchange, providing users with secure trading and financial management tools.

As their customer base expanded, the support team faced a visibility problem. There was no way to measure agent quality at scale or verify that agents met standards before handling live tickets. This led to longer handling times, inconsistent communication, and slow diagnosis of customer issues. By implementing automated quality scoring across 800,000+ monthly conversations, Crypto.com reduced Average Handling Time by 18% and improved CSAT by 3%.

The challenge

No visibility into quality until it was too late

Crypto.com's support team was growing, but quality visibility wasn't keeping pace. Agents went live without a clear way to verify they could meet Crypto.com's standards. Complex crypto issues require precise communication and accurate troubleshooting - and without quality measurement at scale, problems only surfaced after they'd already impacted customers. Manual QA couldn't cover enough volume to catch issues early.

"We validate that agents meet our quality standards before they handle live tickets. The result is faster resolutions and better outcomes."

Alex Dimitrov

Head of Training

WHY SOLIDROAD?

Quality measurement across every conversation

Crypto.com needed visibility into quality at scale - not samples, but complete coverage. Solidroad offered automated scoring across all conversations, giving the team a clear picture of where quality was strong and where gaps existed. Just as importantly, validation simulations provided a way to verify that agents met standards before handling live tickets, rather than discovering issues after they'd affected customers.

SOLUTION

Quality validation before deployment, ongoing visibility after

Crypto.com now uses Solidroad across two workflows. For new agents, quality validation simulations verify they can handle real customer scenarios before they're approved for live tickets. For the broader team, automated scoring evaluates 800,000+ conversations monthly, surfacing quality gaps that would be impossible to catch through manual review. When issues are identified, targeted validation confirms they're resolved before agents continue.

"New support agents struggled with the transition from training to real customer interactions, impacting both CSAT and handling time."

Alex Dimitrov

Head of Training

RESULT

Measurable improvements from quality visibility

Since implementing quality measurement at scale, Crypto.com has seen clear results. Average Handling Time dropped by 18%, driven by agents who are validated as ready before going live. CSAT rose by 3%, reflecting better communication and more accurate issue resolution. With 100% of conversations scored automatically, quality gaps are caught early rather than compounding over time.

CONCLUSION

Quality visibility that scales with volume

Solidroad has given Crypto.com what manual QA couldn't: complete visibility into quality across hundreds of thousands of monthly conversations. Agents are validated before deployment, issues are caught early, and improvements are verified. As conversation volume grows toward 1.5M monthly, quality visibility scales with it.