CZ's new book discusses customer service team reform: Starting from 2021, management rights will be handed over to He Yi, with the ultimate goal of responding to customers within one minute According to BlockBeats, on April 8th, CZ mentioned in his new book "Life on Binance" that the Binance customer service team underwent reforms and evolution during the last bull market in 2021. At the beginning of 2021, Binance's user base surged by dozens of times, and the customer service system began to struggle. Binance has recruited a large number of new customer service representatives, but the backlog of customer service orders has not been improved. In order to solve the problem, they have decided to shorten the customer service training time to three days, learning only one type of work order first and then immediately starting work. Binance began a comprehensive upgrade of its AI customer service robot at that time, allowing it to answer user questions first, and when AI couldn't solve them, human customer service would intervene. At the same time, CZ began to promote the reform of the customer management team, promoted a group of managers who could make good use of the new system, and transferred the customer management rights to the operations department, handing them over to He Yi. He Yi is attentive, patient, and sincerely caring for users. After several weeks of adjustment, the customer service performance has significantly improved, and user complaints have also decreased significantly. In 2021, CZ requested the team to shorten the customer service response time from one hour to five minutes. At first, many people thought it was impossible, but in the end, most customer service work orders could be resolved within five minutes. By the end of the year, CZ has set a new goal: to reply within one minute. CZ has continued to increase its customer service staff, but sometimes it still cannot respond within a minute during peak hours. However, CZ has stated that it's okay to shoot arrows towards the sun, even if they don't hit, they can still land on the moon.