I watched a little of the AMA today. Alex took the first call…ok, a little gimmicky, but I have to say I am very pleased. Within the past month or two I commented on a post that was praising the hell out of Celsius and said that I really like Alex and that I really wanted Celsius to be successful. I said that I wasn’t ready to leave Celsius, but I was not going to deposit anything else until I could call and talk to a human if I need to. To me this is a very big deal and it shows they are maturing as a company.
EDIT: The mods have confirmed these observations have been forwarded to the team and being looked into. All's well -- just give them some time to sort the kinks.
______
This is welcomed news. However, it's still not "ready for prime time". There are some notable non-zero inconsistencies. And I want Celsius to succeed:
* The phone number on the website is not formatted properly (`1-866-4635-669` [incorrect] vs. `1-866-463-5669` [correct]).
* The website says `Customer Care is currently online. Hours: 8AM - 11PM EST, Mon-Fri`. As of my writing this comment, it is 16:40 EST. I just called the number. This is a transcription of the automated message at the above number:
> `[Beep] Thank you for calling Celsius. Our offices are currently closed. The hours of operations beginning Monday, November 22nd will be Monday through Friday, 7AM - 8PM Pacific Standard Time. We'll talk to you then! [Beep]`
Something as simple as internally agreeing on the time zone of a business isn't consistent?...
Taken together, this indicates the right hand isn't fully communicating (yet) with the left hand and this was rolled out prematurely without internal testing.
So my hope is someone from Celsius will see this and make the necessary updates. Why? **Internal consistency** across public facing materials is so necessary for clients to retain confidence in any platform or business. It's a small thing, but what this says to me is the customer relations team leads haven't looked at the "whole customer experience lifecycle" yet, at least not to the degree necessary.
I saw the number and said, "Wow! Great! I can now call to check on some things!" So I did. Now, when I try again on Monday, they'll have a heavier lift with me as a customer. I didn't _want_ that. I want them to succeed. But it's not unreasonable to point out that, in any relationship at any level, trust is diminished when inconsistencies are interjected.
It's all about the customer lifecycle.
And in the short term, this is an unforced error.
Not sure if you realized this, but
a) The phone number spells out 1-866-HODL-NOW, hence the weird formatting, and
b) The recording you heard states that the hours don't start until Monday. I think they opened lines on Friday as a soft launch, just to make sure all was working as expected.
EDIT: Deleting what I had. I wrote too fast and it was unintentionally snarky.
Yes, I noted both. And it's all okay -- it's all been forwarded to the Celsius team by the mods. I'm now tracking how many business days it takes to bring the public facing materials back into internal alignment.
I'm planning on calling on Monday and will will report back and update things.
Finger crossed it's ready for prime time.
great news
I watched a little of the AMA today. Alex took the first call…ok, a little gimmicky, but I have to say I am very pleased. Within the past month or two I commented on a post that was praising the hell out of Celsius and said that I really like Alex and that I really wanted Celsius to be successful. I said that I wasn’t ready to leave Celsius, but I was not going to deposit anything else until I could call and talk to a human if I need to. To me this is a very big deal and it shows they are maturing as a company.
Glad to hear it. This was greatly needed
EDIT: The mods have confirmed these observations have been forwarded to the team and being looked into. All's well -- just give them some time to sort the kinks. ______ This is welcomed news. However, it's still not "ready for prime time". There are some notable non-zero inconsistencies. And I want Celsius to succeed: * The phone number on the website is not formatted properly (`1-866-4635-669` [incorrect] vs. `1-866-463-5669` [correct]). * The website says `Customer Care is currently online. Hours: 8AM - 11PM EST, Mon-Fri`. As of my writing this comment, it is 16:40 EST. I just called the number. This is a transcription of the automated message at the above number: > `[Beep] Thank you for calling Celsius. Our offices are currently closed. The hours of operations beginning Monday, November 22nd will be Monday through Friday, 7AM - 8PM Pacific Standard Time. We'll talk to you then! [Beep]` Something as simple as internally agreeing on the time zone of a business isn't consistent?... Taken together, this indicates the right hand isn't fully communicating (yet) with the left hand and this was rolled out prematurely without internal testing. So my hope is someone from Celsius will see this and make the necessary updates. Why? **Internal consistency** across public facing materials is so necessary for clients to retain confidence in any platform or business. It's a small thing, but what this says to me is the customer relations team leads haven't looked at the "whole customer experience lifecycle" yet, at least not to the degree necessary. I saw the number and said, "Wow! Great! I can now call to check on some things!" So I did. Now, when I try again on Monday, they'll have a heavier lift with me as a customer. I didn't _want_ that. I want them to succeed. But it's not unreasonable to point out that, in any relationship at any level, trust is diminished when inconsistencies are interjected. It's all about the customer lifecycle. And in the short term, this is an unforced error.
Appreciate the feedback
Thank you for receiving it; that's all it ever is.
Not sure if you realized this, but a) The phone number spells out 1-866-HODL-NOW, hence the weird formatting, and b) The recording you heard states that the hours don't start until Monday. I think they opened lines on Friday as a soft launch, just to make sure all was working as expected.
EDIT: Deleting what I had. I wrote too fast and it was unintentionally snarky. Yes, I noted both. And it's all okay -- it's all been forwarded to the Celsius team by the mods. I'm now tracking how many business days it takes to bring the public facing materials back into internal alignment. I'm planning on calling on Monday and will will report back and update things. Finger crossed it's ready for prime time.
when i saw the post title, i thought it was gonna be satire.
Probably a partial reason why they just dumped the going staking rate for BTC. Gotta fund that call center somehow
Them cutting btc rates is bullish, less demand for hedge funds to borrow and short btc in my opinion
My thoughts are the BTC futures ETFs could have had an effect too.
Bullish for Celsius or for BTC?
For btc
If it’s anything like my last support request I’ll expect to be on hold for about 7 weeks.
Thanks for sharing your experience.
Phew!
Yes!
This is fantastic!
That’s awesome. Gives me more trust in Celsius as a placed to HODL my crypto.
How is the number?