Xapo is an alternative to traditional banking. It is a digital wallet that allows users to send, receive, store and spend any currencies and bitcoin. Even though this is a new way of banking it comes with issues to simple things such as verifying an account.
Why do we say this?
Some users are having problems logging in to their account using “email” verification. Contacting customer or tech support by “email” is also a problem because of the long response time and sometimes many customers don’t even get an answer. The topic “email” occurs in 2% of the texts and 22% of the times it appears along with “support”. The grade of the topic “email” is quite low (1,86 / 5) compared to the overall average grade for the project (2,65 / 5).
Users have also complained that they are having issues with verifying accounts or that it takes too long for verification to arrive which results in them not using the app. “Verify” occurs in 2% of the texts has an average grade of 1,91 / 5 and occurs along with “account” in 26% of the cases.
“Account” is also a topic that has a low average grade 2,11 / 5 compared to the overall average for the project 2,65 / 5. The topic has an occurrence rate of 6% of the texts. The topic appears with “tried” in 11% of the cases.
What’s interesting is that the topics “email”, “account”, “verify” and “tried” all refer to the problem where users have “tried” to “verify” an “account” where doing so by “email” verification is most problematic. Communication with “support” has also been problematic as the response time has been long or no response at all.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Google Play Store.
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