OKEx CEO Jay Hao recently noted customer service as a pivotal aspect of business, as part of an interview with Cointelegraph.

“I think definitely customer service is crucially important,” Hao said. “After all, the customer is king.”

The crypto space is still young

The crypto industry arguably began with the inception of Bitcoin more than 10 years ago. As part of a young sector, many crypto and blockchain companies are still finding their sea legs in their products, services and offerings, while others look to perfect their operations. Customer feedback can be a crucial part of such development. 

“Without customers’ feedback or suggestions, or anything like that, we would miss a lot of things,” Hao explained.

Without customer input, It’s like living it a bubble 

Hao mentioned an analogy highlighting the valuable insight users bring to companies. “It’s like we are building something in our own garage not knowing what’s going on outside the world,” he added, noting the importance of customer feedback and perspective from the world outside that garage. 

Hao also mentioned the importance of customer rapport with OKEx and the entity's relationship with users. 

Binance, another dominant player in the crypto exchange space, also values customer interaction. Binance CEO and founder, Changpeng Zhao, or CZ, recently said he puts about 20% of his time toward Twitter for community engagement.