Case Studies
BitPay needed an operational support layer capable of improving response speed, resolution quality, and service-level consistency across critical customer workflows. As a crypto payment processor, the support operation had to perform under regulatory pressure, operational scrutiny, and high expectations around reliability.
The challenge was not only to respond faster, but to create a disciplined support model that could protect customer trust while supporting more complex workflows such as onboarding and verification.
Toeshee reviewed the existing support flow, response patterns, resolution delays, and service-level requirements to identify where the operation needed stronger structure, faster routing, and clearer escalation discipline.
The team refined queue handling, prioritization, and agent workflows to reduce first-response time from 4 hours to 1 hour, creating a faster and more reliable customer support experience.
Support execution was calibrated around faster issue handling, clearer ownership, and more consistent operational follow-through. As a result, average resolution time was reduced from 12 hours to 5.5 hours.
After performance improvements were established, the support scope expanded into onboarding and verification workflows, allowing BitPay to rely on Toeshee across more operationally sensitive parts of the customer journey.
The engagement improved core support performance across response time, resolution time, and service-level reliability. What began as a focused operational support need expanded into broader customer workflows, including onboarding and verification.
The result was a more disciplined, measurable, and scalable support operation for a crypto payment processor operating in a regulated digital environment.
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