YVplus: customer focus without surprises

YVplus  in December won Kursoff in the nomination “The Most Customer-Oriented Exchanger”. We talked with the head of the service about their approach to communication, the rules they never break even when it’s difficult, and how they close cases so that the client always feels calm.

— Hi! Let’s get acquainted: what’s your name, what is your role at YVplus, and how long have you been in crypto?

Hello! I am the head of the YVplus service. I’ve been in the crypto sphere since 2019: I started with trading, later moved into operations, worked as an operator and grew into the head of the service. This path gives an understanding of processes from the inside and helps provide clients with a stable and predictable result.

— For those who are hearing about YVplus for the first time: how would you explain in one sentence what kind of exchanger you are?

YVplus is a customer-oriented currency exchange service with clear regulations, transparent communication, and fast processing of requests.

— In December you won the Kursoff nomination “The Most Customer-Oriented Exchanger”. What, in your opinion, brought you this victory?

I think three main factors played a role:

• Speed of response: the client quickly gets an answer and understands what is happening.
• Transparent terms: rate, timeframes, networks, fees — no surprises afterward.
• Responsibility in complex cases: when something went wrong (network, details, delays), we don’t pass the client along, we accompany them to the finish. It’s exactly in such moments that trust is born.

— What 3 service rules do you never break, even when it’s difficult or unprofitable?

Three rules we never break.

• Transparency: the client must understand the terms before starting (rate, timeframes, network, fees).
• Communication: if there is a delay or an unusual situation — we immediately give an update and an action plan, not a pause without explanations.
• Responsibility and security: we bring every case to a result and don’t save on checks, even if sometimes it’s slower or less profitable for us in the moment.

— Which moment in working with clients is the most critical: the first request, waiting for the payout, or situations when something went wrong?

If we break it down by stages: the first request forms the first impression (simplicity, clarity of terms).

Waiting for the payout is about calmness and predictability (timeframes, updates).

But the most critical situations are when something went wrong. Because that’s where trust is either born or broken: speed of response, honest explanation of the reasons, a clear action plan, and bringing it to a result — that’s what the client remembers.

— Tell one case when a client was on the edge, but you turned the situation around and got gratitude.

There was a case when a client sent crypto without a MEMO — and because of that, the payment could not be credited automatically. The person was already nervous, thinking the funds were gone. We quickly collected all the information, suggested what exactly was needed, stayed in touch at every step — and as a result helped confirm the transaction and brought the case to a successful completion. After that we received very sincere gratitude, and the client became a regular user of our service and recommended us to friends.

— How do you teach support customer orientation: is there anything that is forbidden? and what is considered an ideal problem resolution for you?

I always tell the team: a client doesn’t come to us for nothing, they often worry. So the main thing is calmness and clarity. Anything that adds stress is forbidden: ignoring, a cold tone.

Ideally — when at the end the client says: Thank you, everything is clear, I felt supported.

— What is more important for you: speed, rate, or stability without surprises? How do you keep the balance so the client feels comfortable?

The priority is a predictable result for the client. We keep the balance between speed and rate through regulations, quality control, and transparent communication at the stages of exchange. This gives comfort and reduces the number of misunderstandings.

— At what moment do you fix the rate for a request, and what do you do if the market moves sharply during the exchange?

The rate is fixed at a defined stage of the process (request confirmation/crediting fact) according to the service rules. Even in high volatility we work strictly by the regulations: the client receives the exchange at the rate that was at the time of creating the request, without changes.

— Which exchange directions are the most popular for you, and why did they become the main ones for your audience?

The highest demand is for exchanges related to stablecoins and the national currency, because it is convenient for everyday payments and preserving value. It is important for the audience to get the result quickly and without surprises — that’s why these directions became the basic ones.

— What is the most typical user mistake in details or network choice, and how did you reduce the number of such mistakes?

Typical mistakes are related to choosing the wrong network or incomplete/incorrect details. To minimize this, we standardized hints in the interface, introduced additional checks of critical fields and made a rule: in doubtful cases support confirms the data before executing the request.

— How is your transparency logic built: what must the client clearly understand before starting the exchange so there are no misunderstandings?

Before starting, the client must clearly understand: the rate, the output amount, timeframes, the network/fees and when the rate is fixed. We show this before confirming the request and duplicate it in support communication so there is no after-the-fact surprise.

— How do you work with AML/KYC so as not to break the user experience: what most often triggers a check, and how do you resolve it without conflicts?

AML/KYC is an industry standard, and we apply it selectively. Triggers are risk signs of transactions: unusual parameters, potentially “dirty” sources or discrepancies in data. We reduce tension with communication: the client receives a clear list of steps, the logic of the check, and a time estimate.

— What script do you use for your exchange point?

We work on a customized solution for our processes: request automation, fixing terms, checking details, and payout control. This provides speed, minimizes mistakes, and allows support to promptly accompany the client.

— What safeguards against fraud do you have: how can a client distinguish your official contacts from fakes, and what do you advise to avoid falling into a trap?

We use organizational safeguards: a fixed list of official channels, communication standards, and informing clients about the risks of fakes. We recommend that the client use only the contacts from the website, not follow third-party links, and always verify details before transferring. Checking before payment takes a minute, but saves nerves and funds.

— How do you measure service: what metrics are key for you, and what have you improved over the last 2–3 months?

We measure service not by impressions, but by numbers: first response time, request execution time, the percentage of requests without escalations, repeat inquiries, and client feedback. Over the last 2–3 months we improved support response speed and made processes more transparent — so the client understands the status and next steps faster.

— Is there any benefit for you from the closed Kursoff P2P chat in Telegram? What topics or insights would be most valuable for you there?

Yes, there is benefit — it’s like a shortcut to others’ experience. The most valuable for us: warnings about new fakes, real market stories, and tips on how to communicate correctly with a client in unusual cases.

— Finally: what would you wish to Kursoff readers and colleagues in the market in 2026?

I wish Kursoff readers calm exchanges, attentiveness to details, and only verified services. To colleagues — growth, healthy competition, and strong processes, because when quality grows, the whole market benefits.