Customer story

Reducing Missed Calls from 80% to 14% and Cutting Wait Times from 20 to 4 Minutes

Name: Reducing Missed Calls from 80% to 14% and Cutting Wait Times from 20 to 4 Minutes - CloudTalk
Brand: CloudTalk

Bit2Me needed to manage rising inbound volume while preserving their unique edge: live, human phone support. With CloudTalk, they streamlined operations, automated routing by language, and gained real-time visibility into team performance — all while integrating seamlessly with their CRM.

What did Bit2Me achieve with CloudTalk?

80% decrease

in missed calls (from 80% down to 16%)

85%+ reduction in wait times

(from 20+ minutes to 3–4 minutes)

10× growth in support team

using CloudTalk (from 2 to 20+ agents)

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A Crypto Exchange That Puts Customers First

Bit2Me has been a leader in the cryptocurrency space for over a decade, providing a platform that serves both first-time users and experienced traders. Unlike many crypto exchanges that rely solely on chatbots and email support, Bit2Me has always taken a different approach – it offers real, human support over the phone on top of chat and email.

That personal touch set them apart, but as the company grew, so did the pressure on their customer success team.

When I joined Bit2Me, we had one physical phone for support, we had to manually dial every number, and our agents were constantly switching between headsets and screens just to take a call. As we grew, it became impossible to manage.

Flor Bogdanova, Customer Success Manager at Bit2Me

A Growing Business with No Scalable System

Bit2Me’s success meant rapid growth. The company expanded from 15 employees to over 230, and its support team scaled from two people to more than 20 agents handling calls, tickets, and chat. But their phone system was still operating as if they were a small team.

There was no tracking, no analytics, and no way to manage call flow effectively.

We knew we were struggling to keep up with demand, but we didn’t have the numbers to prove it. We just knew customers were waiting, and they were waiting too long.

Flor Bogdanova, Customer Success Manager at Bit2Me

The lack of call routing and analytics made it impossible to measure efficiency, and without real-time insights, wait times were climbing fast.

At one point, we realized customers were waiting over 20 minutes just to speak to an agent. We didn’t have the right system in place to manage that kind of volume.

Flor Bogdanova, Customer Success Manager at Bit2Me

As Bit2Me’s customer base exploded, the cracks in their system became impossible to ignore.

We were missing 60-80% of calls because we simply couldn’t answer them fast enough.That’s when we knew something had to change.

Flor Bogdanova, Customer Success Manager at Bit2Me

The problems weren’t just operational—they were impacting customer trust. Bit2Me is one of the only crypto exchanges offering phone support, a key differentiator in a space where most competitors rely solely on email or chat. But with no structured call management, they were failing to deliver on that promise.

We couldn’t afford to be the company that offers phone support but never picks up the phone.

Flor Bogdanova, Customer Success Manager at Bit2Me

Flor knew that scaling support with a landline wasn’t an option. They needed a solution that could bring structure, automation, and data-driven decision-making into their workflow. Flor needed a platform that would:

✅ Reduce missed calls by introducing better call flow management.
✅ Enable real-time agent tracking to allocate resources more efficiently.
✅ Integrate with their CRM so that every call, chat, and support ticket lived in one place.

The search began.

Finding the Right Solution

Bit2Me explored different VoIP solutions, but none felt quite right, until they tried CloudTalk.

We demoed multiple providers, but CloudTalk stood out immediately. It had the flexibility and analytics we needed, and the experience just felt right.

Flor Bogdanova, Customer Success Manager at Bit2Me

Unlike their previous setup, CloudTalk offered a fully integrated approach to customer support. Calls could be managed, tracked, and analyzed, all from one platform.

But most importantly, CloudTalk could grow with them.

We didn’t just need a phone system – we needed a solution that could scale with our team.

Flor Bogdanova, Customer Success Manager at Bit2Me

The Transformation: Cutting Missed Calls and Reducing Wait Times

The impact of switching to CloudTalk was immediate.

📞 Call Flow Automation Cut Dramatically Decreased Wait Time and Missed Calls
With CloudTalk, Bit2Me reduced their missed call rate from 80% to just 16%.

We set up automatic call flows so that no call goes unanswered. If an agent is unavailable, calls get redirected or queued properly. Customers used to wait over 20 minutes just to speak to an agent. Now, they get through in 3 to 4 minutes. We also went from missing 80% of calls to just 16%.

Flor Bogdanova, Customer Success Manager at Bit2Me

📊 Live Agent Monitoring for Smarter Staffing
Flor’s team no longer had to guess when to add more agents.

Before, we had no way of knowing if agents were overwhelmed. Now, I can see everything live: who’s on a call, who’s available, and how many customers are waiting so I can adjust staffing in real time.

Flor Bogdanova, Customer Success Manager at Bit2Me

🔗 Seamless CRM Integration Means No More Guesswork
Every call is now linked to customer history, reducing repeat conversations and frustration.

If a customer calls, our agents see their entire history: previous calls, tickets, chats, all that before even picking up the phone.

Flor Bogdanova, Customer Success Manager at Bit2Me

🗣️ Smart Call Routing Reduced Wait Times
Before CloudTalk, calls were assigned at random, leading to inefficiencies.

If a Portuguese-speaking customer calls, they’re automatically routed to a Portuguese-speaking agent. Before, it was completely random, which caused frustration for both customers and our team.

Flor Bogdanova, Customer Success Manager at Bit2Me

More Than Just a Fix – A Better Way of Working

With CloudTalk in place, Bit2Me isn’t just keeping up with growth – it’s staying ahead of it.

Flor and her team are now looking at how to refine their call flows even further to improve both speed and accuracy. They’re also expanding their use of analytics to spot trends in customer behavior, allowing them to be proactive rather than reactive.

We finally have a system that works with us, not against us. Now, we’re in a position where we can actually anticipate our needs rather than just reacting when things go wrong.

Flor Bogdanova, Customer Success Manager at Bit2Me

One of the next big focuses? Further improving automation to handle common customer questions more efficiently – without removing the human element that makes Bit2Me’s support unique.

We’re not trying to replace phone support; we’re trying to make it smarter. If we can eliminate unnecessary steps, our agents can focus on what really matters: solving customer problems quickly and effectively.

Flor Bogdanova, Customer Success Manager at Bit2Me

What started as a frustrating, outdated phone system has now become a well-structured, efficient operation, one that ensures customers get answers quickly and agents work smarter, not harder.

CloudTalk didn’t just improve our workflow, it changed how we think about customer success. Now, we’re not just answering calls. We’re actually making every conversation count.

Flor Bogdanova, Customer Success Manager at Bit2Me