First of all, I must commend you on building an outstanding investing and trading platform. The seamless experience backed by DEXT for lightning-fast execution truly sets your platform apart in the market.
However, I would like to share some constructive feedback regarding the customer care experience. While I appreciate the prompt responses and the proactive weekly update calls on open issues, I believe there is significant room for improvement in how customer issues are understood and communicated.
Recently, I raised a query related to a price alert issue in commodities. The team acknowledged the problem and mentioned that it had been identified and forwarded to the development team, with a resolution expected in two weeks. However, when I asked for the root cause and whether this issue affected other segments as well, the response I received was vague and generic, simply stating that I can “actively work with price alerts in app and web.”
Such responses do not provide the clarity or confidence users expect, especially when dealing with technical issues. For a platform that excels in product and execution, the support team must be equally strong in technical understanding and clear communication.
I hope you’ll take this feedback in the right spirit and continue to strengthen the support experience, so that the great features you’ve built are effectively supported when customers encounter issues.