Digital asset exchange Bithumb said on Tuesday it processed more than 10 million customer consultations at its customer service centre in 2025 and posted a response rate of 98 percent.

Bithumb’s customer service centre operates a 24-hour, 365-day system to handle customer inquiries received through various channels such as phone, chat and message boards. It said real-time consultations are available at any time for urgent inquiries related to accounts, security and trading.

Bithumb handled a total of 10.48 million customer consultations in 2025. Demand rose as user interest in the crypto market expanded, but it maintained an average response rate of 98.0 percent and continued a steady response, it said.

It also operates an offline service desk alongside online consultations. The Bithumb Gangnam Lounge in Seoul’s Gangnam district is a face-to-face customer service centre that visitors can use without an appointment, and about 100 users visit each day on average. It can immediately handle on site high-difficulty inquiries that are hard to resolve remotely, such as account recovery, security settings and withdrawals.

Bithumb plans to continue expanding its professional counselling staff to prepare for rising demand.

A Bithumb official said, "We are the first domestic exchange to operate both 24-hour phone consultations and a face-to-face customer service centre that can be visited at any time." The official added, "Based on accessibility to counselling, we will resolve user inquiries quickly and steadily."