Building #1 Support Team in the Crypto Industry. Meet Covesting’s Head of Support — Vitaly Sokolyansky
Tags: Investing, Cryptocurrency, Crypto, Covesting, Bitcoin

As you already know, Covesting team aims to offer best-in-class customer service for all active traders on the platform. So who is standing behind the #1 support team?

Meet Vitaly Sokolyansky.

Vitaly is a top industry professional with more than 12 years of experience in customer support obtained in such market leaders as NetCracker Technology and Kaspersky Lab.

Vitaly, please tell us a few words about companies you previously worked for. What were you in charge of?

I worked for Kaspersky Lab for five years, I built the system of support for the company’s clients and partners on emerging markets. I was in charge of organising support for individuals and corporate clients, as well as technical support, training and certification of the company’s partners. The support system for emerging markets was fully reorganised within this period, partners got involved in supporting efforts, local support centres were opened in countries of the region, which provided help in local languages. A lot of effort was put into development of self-assistance tools, support automation, and early prevention of mass incidents. Support became much more accessible, as a result, the company saw an increase in customer satisfaction and loyalty.

We introduced mandatory technical training and product certification for partners of the company.

Before joining Kaspersky Lab’s team, I worked at US company NetCracker Technology, which was later acquired by NEC, for 6 years. I was responsible for building a global user support and software quality assurance organisations. We had to build the global support system almost from scratch. We opened regional support centres in Europe and the US as parts of the global support team, and launched 24-hour “follow-the-sun” support on the basis of regional centres in various time zones. Also, I was in charge of software quality assurance and the quality of implementation processes. I ran the first successful certification of the company’s processes according to the CMMI quality system.

Why did you decide to join Covesting’s team? What are advantages of the project, in your opinion?

Technologies that enable the mass adoption of cryptocurrencies have just started to develop and offer considerable opportunities for growth and development. Covesting is actively participating in shaping the future of this area, its team includes professionals that are truly enthusiastic about cryptocurrency technologies. Covesting founders see their goals clearly and are determined to build the leading company engaged in copy trading. It is a great pleasure to join such a team and contribute to it through my experience by organising a first-class user support platform.

Cryptocurrencies are a new area, and problems will inevitably emerge. What problems would you deal with first and what is the best way to solve them?

Community members are poorly informed about possibilities and risks of the area, and it is a big source of problems.

A surge in cryptocurrency price has attracted attention of numerous investors, but they lack necessary information, and this causes significant difficulties in all areas, such as safety of assets and transactions, the understanding of the nature of cryptocurrencies, technological aspects, markets and regulations, volatility, information about participants etc. As a result, there are considerable risks of loss, and investors get disappointed in cryptocurrencies.

In order to overcome these problems, community participants — users, investors, and traders — have to be constantly educated and informed. Professional informational portals, publications, educational programmes and respective communities need to be formed.

How do you see the future of cryptocurrencies?

Cryptocurrencies are here for the long haul. The community is actively developing both the technology and ways to use cryptocurrencies in everyday life. We can expect drastic improvements in terms of trust, safety, convenience in the coming years, this will give a big impetus to the mass adoption of cryptocurrencies in various areas.

Those companies that are now investing in technologies in order to attract users to work with cryptocurrencies on their platforms will become market leaders in several years.

What are goals of customer support in this area? How will customer support work at Covesting?

We aim to provide our clients with the best support experience. Our goal is to raise the bar with our services for the crypto trading area, in terms of both new and existing projects. The support system is expected to become an integral part of the product, while any issues should be solved timely, in a clear and transparent manner.

In addition to direct support of our clients, we are creating an early response system. We will detect potential problems and eliminate them before most users run into them while using their accounts.

Our support system is also expected to become aan important source of feedback that will help us change and improve our products, identify priorities and plan our development. We will answer clients’ questions not only by responding to their requests, but also by improving our platform and services.

Please describe your responsibilities in the new position.

I will be building the client service to provide top-notch omnichannel support in various languages. I will be developing and implementing procedures and practices to support clients of our company, implementing necessary tools to communicate with our users, as well as convenient means of self-assistance.

I will also be in charge of developing relations with our partners, we will make our services available in all time zones and in various languages together with them.

What, in your opinion, will be the biggest challenge for you at Covesting?

Our geography is one of the challenges for our support system. We do not have any home market. Our users may be located in any country. Our goal is to provide services of the same level for all customers, regardless of their location and languages they speak.

Thank you!

Stay tuned for more, as Beta release of the Covesting platform is approaching!

Truly Yours,

Covesting Team