Bit2Me is one of the only crypto exchanges in Europe that offers real, human phone support — a deliberate differentiator in a space dominated by bots and email queues. But as the company scaled from 2 to 20+ support agents, their phone infrastructure couldn’t keep up: 80% of calls were going unanswered, and customers were waiting over 20 minutes to reach someone. With CloudTalk, Bit2Me introduced structured call routing, real-time agent monitoring, and full CRM integration. The result: missed calls dropped to 16%, wait times fell to 3–4 minutes, and their support team finally had the visibility to run a professional operation.
About Bit2Me
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 from 15 employees to over 230, 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.
Problem
A Growing Business with No Scalable System
Bit2Me’s success meant rapid growth. The 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 — no tracking, no analytics, no way to manage call flow.
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.
The lack of call routing and analytics made it impossible to measure efficiency. 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.
Missing 80% of Calls
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.
The problems weren’t just operational — they were threatening Bit2Me’s core promise. Offering phone support but failing to answer the phone was worse than not offering it at all.
We couldn’t afford to be the company that offers phone support but never picks up the phone.
Evaluation
Finding the Right Fit
Flor explored different VoIP solutions, but none felt right — until CloudTalk.
We demoed multiple providers, but CloudTalk stood out immediately. It had the flexibility and analytics we needed, and the experience just felt right.
Unlike their previous setup, CloudTalk offered a fully integrated approach: calls managed, tracked, and analyzed from one platform. Most importantly, it could grow with them.
We didn’t just need a phone system — we needed a solution that could scale with our team.
Solution
Call Flow Automation That Leaves No Call Behind
The impact of switching to CloudTalk was immediate. With automated call flows, structured queuing, and language-based routing, Bit2Me transformed how inbound calls moved through their operation.
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%.
Real-Time Visibility for Smarter Staffing
For the first time, Flor’s team had live visibility into what was happening across the floor.
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.
CRM Integration and Smart Routing
Every call is now linked to the customer’s full history — previous calls, tickets, chat — before the agent even picks up.
If a customer calls, our agents see their entire history: previous calls, tickets, chats, all that before even picking up the phone.
Language-based routing eliminated the randomness that had caused frustration on both sides.
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.
Results
From Firefighting to Running a Real Operation
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80% decrease in missed calls — from missing 80% of calls down to 16%
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85%+ reduction in wait times — from 20+ minutes to 3–4 minutes
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10x growth in support team supported on CloudTalk — from 2 to 20+ agents
Bit2Me isn’t just keeping up with growth — it’s staying ahead of it. Flor and her team are now refining call flows further and expanding their use of analytics to spot trends before they become problems.
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.
The next focus: smarter automation for common questions — without removing the human element that defines Bit2Me.
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.
Takeaway
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.
