Crypto.com Boosts their CSAT by 3% with Solidroad

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 and financial services exchange, providing users with secure digital transactions, trading, and financial management tools.

As their customer base expanded, the support team struggled with slow issue resolution and declining CSAT. New agents lacked a structured way to practice real-world scenarios before going live, which led to longer handling times, inconsistent communication, and slow diagnosis of customer issues. By adopting scalable, AI-driven simulations through Solidroad, Crypto.com reduced Average Handling Time (AHT) by 18%, improved CSAT, and built a far more efficient training program that prepares agents for the complexity of real crypto support conversations.

The challenge

Quality broke under the weight of real-world complexity

Crypto.com’s new agents faced a difficult transition from training to live support. Without structured practice, they took longer to understand and resolve customer issues, struggled to explain complex topics clearly, and often misidentified root causes, leading to slower resolutions and lower CSAT scores. Manual chat role-plays with trainers didn’t scale, and agents had limited exposure to the variety of issues they encountered once live.

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

Alex Dimitrov

Head of Training

WHY SOLIDROAD?

A scalable quality-improvement solution

Before Solidroad, Crypto.com relied heavily on trainer-led role-plays and had no scalable way to expose agents to real-world scenarios. They needed a structured system that could deliver AI-powered simulations, reinforce essential troubleshooting skills, and create continuous feedback loops for faster learning. Solidroad offered exactly that, allowing agents to practice real customer issues in a safe environment, strengthening their decision-making long before handling their first live ticket.

SOLUTION

Building confidence one simulation at a time

Crypto.com incorporated Solidroad’s simulations into both new-hire onboarding and ongoing development. New agents now train with onboarding simulations that mirror real customer interactions, helping them build confidence without the pressure of live users. For existing agents, ongoing training includes scalable knowledge checks that reinforce troubleshooting skills and deepen product understanding, all without requiring trainers to manually impersonate customers. This combination of structured practice and automated feedback has created a more consistent, data-driven approach to skill development.

"Simulations allowed agents to sharpen their skills before speaking with real customers, leading to faster resolutions and better outcomes."

Alex Dimitrov

Head of Training

RESULT

Faster support, higher satisfaction

Since adopting structured simulations, Crypto.com has seen clear operational improvements. Average Handling Time (AHT) dropped by 18%, giving customers faster resolutions and freeing the team to handle more volume. CSAT rose by 3%, driven by better communication and stronger problem-solving from agents who felt more prepared. Most importantly, training became dramatically more scalable, allowing Crypto.com to onboard and upskill agents across global teams with far greater consistency.

CONCLUSION

A new standard for Crypto support training

Solidroad has helped Crypto.com transform how they train and develop their support workforce. Agents now transition smoothly from learning to live support, backed by realistic practice and clear performance insights. Training is more efficient, skill reinforcement happens continuously, and support quality is standardized across regions. With reduced handling times, improved confidence, and better customer satisfaction, Crypto.com’s structured training strategy has become a key driver of their global support success.

"This has transformed how we train our support team, more efficient, effective, and scalable."

Alex Dimitrov

Head of Training

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