About
About CoinDCX
CoinDCX is a crypto and Web3 platform offering products around crypto investing, trading and crypto literacy, spanning its consumer app, advanced trading products and B2B and API offerings. Its ecosystem includes retail users as well as partners and intermediaries who help it reach different customer segments.
On WhatsApp there are three primary use cases. Sales: prospective customers contacted by the sales team. VIP relationship management: high-value customers who interact directly with an assigned RM from the RM's own number. Sub-broker: brokers and business partners being onboarded into the CoinDCX ecosystem, which publicly supports broker partners integrating with its APIs and has a wider partner and affiliate network.
The challenge
What they set out to solve
CoinDCX's immediate challenge is less about a single operational problem and more about unlocking WhatsApp's full potential across different customer journeys. Until now DoubleTick has been used for specific functions such as sales lead management, VIP CSAT and RM-led communication. The opportunity is to bring more of the customer lifecycle onto WhatsApp while creating better visibility into conversations, agent performance and customer sentiment.
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Features in this story
What CoinDCX runs on
More in this industry: Banking & Financial Services on DoubleTick
