How Bitvavo turns Customer Insight into Trust - Without Sacrificing Privacy

As one of Europe’s leading crypto exchanges, Bitvavo understands that customer trust isn’t a “nice to have” -it’s everything. With over 1.5 million users in an industry defined by constant change, real-time customer insights are critical.

With a rapidly growing and diverse user base – from first-time investors to seasoned traders – Bitvavo faced a growing challenge: how to analyze vast amounts of user feedback without compromising user privacy.

We sat down with two of Bitvavo’s customer experience leaders to learn more:

• Max Van Oijen, Customer Support Team Lead
• Martijn Hoorn, Service Quality Specialist

The Challenge: Too much Feedback, Not Enough Insight

Before Enterpret, Bitvavo relied on basic metadata from Zendesk tickets to analyze customer feedback. But metadata alone couldn’t quantify sentiment, uncover specific user issues, or detect trends quickly enough.

“Our ticketing system held a goldmine of data we weren’t fully tapping into,” said Martijn. “We needed a tool to analyze the actual content, not just tags, and surface insights fast.”

Bitvavo needed:

• A scalable way to analyze high volumes of unstructured feedback
• Real-time alerts to resolve issues before they escalate
• Stronger collaboration across teams
• A privacy-first approach aligned with EU regulations

“As a crypto exchange operating under strict European privacy laws, we had to be extra cautious,” Max explained. “We needed a partner who could extract insight without compromising compliance.”

The Solution: Why Bitvavo Chose Enterpret

After a thorough evaluation of analytics platforms, privacy frameworks, and data pipelines, Bitvavo chose Enterpret for its advanced analysis, secure architecture, and collaborative approach.

“Even before we became customers, Enterpret shipped a feature we suggested during the demo,” said Max. “That proactive responsiveness told us what the team would be like as a partner.”

Key strengths of Enterpret that addressed Bitvavo's needs:

• Quality Monitor Agent for real-time anomaly detection
• Privacy-centered design built for EU compliance
• Multi-lingual analysis to capture sentiment across European markets
• Self-serve capabilities for democratized insights across teams

The Impact: Turning Insight into Trust

Faster, Smarter Incident Response

Enterpret’s instant alerts helped Bitvavo reduce response times and proactively address emerging issues.

“Alerts notify us immediately of spikes in specific issues, such as login problems,” Martijn explained. “Our product and engineering teams can swiftly address these issues before they impact more customers.”

“When incidents arise, Enterpret does the heavy lifting,” Max added. “Instead of manually sorting through emails and tickets, our teams get an instant, comprehensive overview, allowing them to focus entirely on resolving the issue.”

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Privacy-Focused Personalization Builds Trust with Customers

For a crypto platform, personalization can’t come at the cost of privacy. Enterpret made it possible to do both.

“Enterpret allows us to deeply understand customer sentiment without crossing any privacy lines,” said Martijn.

To ensure full compliance, Bitvavo and Enterpret collaborated closely to:

• Block ingestion of unwanted personal data
• Maintain tight controls when integrating platforms like Snowflake
• Analyze sentiment responsibly, across every region and interaction

“Enterpret lets us truly see customer sentiment and take action without compromising privacy,” Max noted. “That balance is crucial as a crypto exchange operating under strict European laws.”

What’s Next: Scaling Self-Serve Across Teams

Bitvavo plans to roll out Enterpret to more teams across the organization to self-serve insights and close the loop faster across the board.

They’re also gearing up for Enterpret Agents to help automate more workflows, freeing up teams to stay focused on what matters most: delivering an exceptional customer experience.

It’s all part of Bitvavo’s continued investment in customer-centric innovation and data privacy.

“Enterpret bridges the gap between what customers tell us and the insights we need,” concluded Max. “Enterpret isn’t just a tool - it’s core to how we operate.”

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About Bitvavo

Founded in 2018 in Amsterdam, Bitvavo is Europe’s leading cryptocurrency trading platform and the largest EUR spot exchange worldwide. Over 1.5 million users value Bitvavo for its comprehensive, reliable, and user-friendly platform, where they can buy, sell, and store more than 350 digital assets.

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