'Bithumb Customer Center' Achieves 98% Response Rate, Provides 24/7 Customer-Focused Support Year-Round

Bithumb handled over 10 million customer inquiries throughout 2025, achieving a response rate of 98.0%.

According to Bithumb on January 7, the Bithumb Customer Center operates a 24/7 response system, handling customer inquiries received via phone, chat, and online boards. Immediate consultation is available regardless of the time of day, enabling real-time responses to urgent account, security, and trading-related inquiries. In 2025, despite processing as many as 10.48 million consultations, Bithumb maintained an average response rate of 98.0%, continuing to deliver prompt and reliable service.

With growing user interest in virtual assets and a continuous rise in consultation demand, Bithumb enhanced the quality of its customer support last year by reinforcing its team of professional consultants and improving operational methods. These efforts ensure smooth handling of inquiries even during periods of heightened activity or specific issues.

In addition to online consultations, Bithumb also operates an offline customer service center. The 'Bithumb Gangnam Lounge,' located in Gangnam, Seoul, is a walk-in, face-to-face customer center that serves around 100 customers per day on average. The center provides immediate assistance with complex inquiries such as account recovery, security settings, and withdrawals, which may be difficult to resolve remotely. It is especially helpful for senior users who are less familiar with mobile or online environments, enhancing overall customer accessibility.

To prepare for increasing consultation demand, Bithumb is continuously expanding its team of professional consultants. At the same time, the company has completely revamped its user guide (FAQ) to enable customers to identify and resolve issues on their own before requesting support. The updated user guide focuses on frequently asked questions, improving readability and convenience.

A Bithumb representative stated, "We are the first domestic exchange to operate both 24-hour phone support and a walk-in, face-to-face customer center. Based on high customer accessibility, we will continue to provide prompt and reliable solutions to user inquiries."