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     <h3 style="font-weight: bold; font-size: 24px; line-height: 36px; margin: 16px 0; color: #1e2026;">
      Customer Support Update from our UK Marketing Manager
     </h3>
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      <span style="font-weight: 400;">
       Hi there,
      </span>
     </p>
     <p>
      <span style="font-weight: 400;">
       My name is Ilir Laro and I am the Head of UK Marketing &amp; Community for Binance. I wanted to give an update on some of the recent changes coming to our Customer Support this week and what it will mean for you moving forward.
      </span>
     </p>
     <p>
      <span style="font-weight: 400;">
       Customer Support is one of the most important parts of any business, and when it comes to cryptoasset businesses such as Binance, it is arguably one of the most critical. To be totally transparent, our Customer Support team has indeed struggled to keep up with high demand recently which has meant that some of your support tickets have not been resolved in a timely manner.
      </span>
     </p>
     <p>
      <span style="font-weight: 400;">
       To put this into perspective, our business has grown roughly 10x in size compared to a couple of weeks ago but our Customer Support team just hasn’t scaled in that same way. It is like going to a massively packed football stadium (yes, I miss going to games too) and having to wait in long queues. The solution to this problem isn’t quite as straightforward.
      </span>
     </p>
     <p>
      <span style="font-weight: 400;">
       <strong>
        What have been doing recently?
       </strong>
       We have been h
      </span>
      <span style="font-weight: 400;">
       iring more customer support agents to deal with the high support demand, but it can take a while for agents to be fully trained to deal with user's issues. We have also been optimising our existing workflows so we ca
      </span>
      <span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif;">
       n provide quicker resolution times for account verification and bank deposit/withdraw requests.
      </span>
     </p>
     <p>
      <span style="font-weight: 400;">
       The biggest change that we have made recently is closing the current ticketing system and have diverted all our customer support agents to
       <a rel="noopener" target="_blank">
        Live Chat.
       </a>
      </span>
      <span style="font-weight: 400;">
       There are many advantages of using one
       <a rel="noopener" target="_blank">
        Live Chat
       </a>
       system for all your queries:
      </span>
     </p>
     <ul>
      <li aria-level="1" style="font-weight: 400;">
       <span style="font-weight: 400;">
        Live Chat Bot now solves approx. 70-80% of user’s frequently asked questions
       </span>
      </li>
      <li aria-level="1" style="font-weight: 400;">
       <span style="font-weight: 400;">
        Live Chat now enables the Customer Support agent to transfer you between internal departments, which means that it will be way quicker to resolve your issue
       </span>
      </li>
      <li aria-level="1" style="font-weight: 400;">
       <span style="font-weight: 400;">
        Live Chat is now available in offline mode, which means you can leave at any point during the queue and your message will still reach the agent because your spot will still be saved
       </span>
      </li>
     </ul>
     <p>
      <span style="font-weight: 400;">
       These changes are still a work in progress and we notice that it is not a perfect system, but we will continue to streamline and upgrade our communication channels to have a more real-time and interactive connection with you. If you have submitted a support ticket, then you will need to use
       <a rel="noopener" target="_blank">
        Live Chat
       </a>
       to get the case resolved.
      </span>
     </p>
     <p>
      <span style="font-weight: 400;">
       Be sure to also stay up-to-date with relevant news on our social media channels:
      </span>
      <a>
       <span style="font-weight: 400;">
        Telegram
       </span>
      </a>
      <span style="font-weight: 400;">
       |
      </span>
      <a>
       <span style="font-weight: 400;">
        Twitter
       </span>
      </a>
      <span style="font-weight: 400;">
       |
      </span>
      <a>
       <span style="font-weight: 400;">
        Facebook
       </span>
      </a>
      <span style="font-weight: 400;">
       |
      </span>
      <a>
       <span style="font-weight: 400;">
        LinkedIn
       </span>
      </a>
     </p>
     <p>
      <span style="font-weight: 400; font-size: 10pt;">
       Trading cryptocurrencies involves significant risk and can result in the loss of your capital. You should not invest more than you can afford to lose and you should ensure that you fully understand the risks involved. Before trading, please take into consideration your level of experience, investment objectives, and seek independent financial advice if necessary. It is your responsibility to ascertain whether you are permitted to use the services of Binance based on the legal requirements in your country of residence. Investments in cryptoassets are not covered by the Financial Ombudsman Service or subject to protection under the Financial Services Compensation Scheme.
      </span>
     </p>
     <p style="font-weight: normal; margin: 0; font-size: 14px; line-height: 22px; color: #76808f; margin-top: 36px;">
      Binance Team
      <br/>
      This is an automated message, please do not reply.
     </p>
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     to go to your Binance dashboard and turn off the Email push in your “Preferences".
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