Bithumb Selected as 2026 Korea's Excellent Call Center by KMAC

Bithumb announced on the 25th that it was selected as 'Korea's Excellent Call Center' in the 2026 Korea Service Quality Index (KSQI) survey conducted by Korea Management Association Consulting (KMAC). The recognition follows the company's continuous efforts to enhance customer convenience and consultation expertise tailored to the virtual asset trading environment. KSQI is a representative service quality indicator that comprehensively evaluates domestic companies' customer center response attitudes, consultation capabilities, and customer convenience.

Bithumb Expands 24/7 Customer Support Infrastructure

Bithumb transitioned all customer contact channels—including phone, chat, bulletin board, and email—to 24/7 year-round operations starting in November 2024. The company deployed specialized consultation staff across all channels and implemented systematic training programs to improve response speed and accuracy. These measures established what the company describes as the highest level of customer support infrastructure in South Korea.

Bithumb and Korea Management Association Consulting officials pose for a commemorative photo after the 2026 KSQI 'Korea's Excellent Call Center' certificate presentation ceremony. Source: Bithumb

Bithumb Maintains 98% Response Rate Across All Channels

Bithumb's phone consultation response rate reached 98.9% as of May, with the average response rate across all channels maintained above 98%. The company achieved these metrics despite a surge in customer inquiries driven by market changes. The constant response system demonstrates comprehensive quality management across all customer contact points.

Bithumb Develops AI Contact Center System

Bithumb is advancing the construction of an AI-based AICC (AI Contact Center) to achieve qualitative improvement in service quality. The company is introducing an AI consultation support system capable of delivering high-quality consultations beyond simple repetitive inquiries. The system aims to innovatively shorten inquiry resolution time and further elevate response quality.

A Bithumb official stated, "We will continue to listen to customers' voices and make efforts to provide a more trusted trading environment and customer experience with customer protection as our top priority."

FAQ

What recognition did Bithumb receive on the 25th?

Bithumb was selected as 'Korea's Excellent Call Center' in the 2026 Korea Service Quality Index (KSQI) survey conducted by Korea Management Association Consulting (KMAC). KSQI is a representative service quality indicator that comprehensively evaluates domestic companies' customer center response attitudes, consultation capabilities, and customer convenience.

What is Bithumb's customer service response rate as of May?

Bithumb's phone consultation response rate reached 98.9% as of May, with the average response rate across all channels maintained above 98%. The company achieved these metrics despite a surge in customer inquiries driven by market changes, demonstrating comprehensive quality management across all customer contact points.