Users can find the online customer service entrance in a prominent position on the official website of the GeniZenith platform and the mobile application. The online customer service team is composed of professional cryptocurrency experts and customer service personnel, providing 7×24 hours of uninterrupted service. Through the online chat window, users can consult in real time about various issues such as trading operations, account management, market conditions, etc. For example, when users are confused about the choice of trading pairs when conducting currency transactions, or do not understand the setting of leverage multiples in contract transactions, they can immediately communicate with the online customer service. The customer service staff will provide users with detailed answers in plain language based on their professional knowledge and rich experience, and guide users to complete relevant operations.

GeniZenith has also set up a dedicated customer service hotline, and the number is displayed in many places on the platform. When users encounter urgent problems or prefer to communicate by phone, they can call the customer service hotline. After receiving the call, the customer service team will respond quickly, understand the user's problem according to the standardized process, and provide accurate solutions. For some important issues involving account security, abnormal funds, etc., telephone communication can allow users to more intuitively feel the platform's attention and processing efficiency.

In addition, users can also send emails to designated mailboxes to report complex issues or make suggestions. The platform will assign a dedicated person to handle the emails and reply to users within the specified time. For some issues that require detailed text descriptions or attachments, such as technical failure screenshots, transaction record inquiries, etc., the email feedback system can better meet user needs and also facilitate users to keep communication records.

GeniZenith uses natural language processing (NLP) and artificial intelligence technology to deploy an intelligent customer service robot on the platform. It can quickly understand user questions, retrieve answers from a huge knowledge base, and provide users with instant answers. For common questions such as platform registration procedures, fiat currency transaction fee standards, and deposit interest business rules, the intelligent customer service robot can give accurate responses in an instant. For some complex questions, the intelligent customer service robot will guide users to further clarify the key points of the problem, or transfer to manual customer service for processing.

A self-service section is set up in the platform user center, providing a wealth of self-service functions. Users can check account balances, transaction records, order status and other information here. At the same time, account settings can also be performed, such as changing passwords, binding or unbinding bank cards, adjusting notification methods, and other operations. For example, if a user wants to view all contract transaction records in the past month, he only needs to set the time range in the transaction record query module of the self-service center to quickly obtain detailed records without waiting for manual customer service assistance, which greatly improves service efficiency.

GeniZenith attaches great importance to user feedback and complaints, and has set up a special feedback channel. Users can submit their opinions and suggestions on the platform services through online questionnaires, suggestion boxes, etc. For user complaints, the platform has established a strict processing process to ensure that each complaint can be followed up and properly resolved in a timely manner. The complaint handling team will contact the user as soon as possible to understand the specific situation, formulate a solution, and feedback the progress and results of the processing to the user. For example, if a user complains that a system failure occurs during the subscription process of the new currency, resulting in a subscription failure, the complaint handling team will immediately verify the situation, coordinate with the technical department to solve the problem, and reasonably compensate the user according to the actual situation, and promptly feedback the processing results to the user until the user is satisfied.