My initial comment wasn't clear. My point was - there are tens of thousands of open, unanswered cases there. But it's only a handful of distinct categories. Meaning cases can be programmatically categorized, and handled by Support employees in batches. I've done tech support before, and you can make a small team very effective with some organization and good automation.

Also, don't underestimate an importance of a ticket update (any update). If you observe a few open cases on Reddit or Twitter, you will see that the worst thing you can do is say nothing - no ETA, not even an acknowledgement... it's the complete silence that makes people freak out and open multiple cases, spam multiple channels, only aggravating the problem.

Yeah, I'm sure that "instant replies" are exactly what CoinBase customers are longing for. /s

They already have a chat with instant replies...that point you to a website with the answer they should have just linked you to when you went searching for the answer. I had to go through this rigamarole to reset my 2FA because my phone had to be reset and I didn't have backups of my Google Authenticator keys. The process went something like this:

1. Search docs for how to deal with lost 2FA device. Find entry about it.

2. Docs say, "contact support to blah blah blah" with a link to a realtime chat thing for support.

3. Ask question in chat thing.

4. Receive a link to a web page with a description of what to do from the chat bot

5. Follow those instructions, which involve logging in with a different browser (or incognito) and clicking "lost my device".

6. Verify identity, etc. etc. which finally gets the ball rolling on fixing the problem, which takes a couple of days, as I think it actually involves a human at this point, though I never actually talked to one.

It wasn't super painful, but it made me think, "What idiot came up with this? Why would I want to talk to chat bot only to have it take me to the web page that it should have directed me to in the first place when I was looking at the documentation?"