During this period of huge interest in Bitcoin, Coinbase has been experiencing many bugs.
In particular, the huge influx of users, well above average, has made the website and app frequently unusable.
The company has therefore decided to change the basic infrastructure of the exchange, and to enhance customer service.
In an official blog post a few days ago, Coinbase announced that, in order to increase the availability of their services in preparation for other future user booms and to avoid severe and extensive downtime during critical moments, they are breaking down the app server into separate services.
This will allow them to have different scaling profiles for different sections of the API, while reducing the range of exposure in case of problems, as these problems will only affect the API or functionality they rely on.
They are also splitting some of the larger clusters of their database (MongoDB) into separate clusters, again to reduce the radius of exposure of individual problems.
Already in the past, when something similar happened at the end of 2017, they had split the then single database into three clusters, but clearly this measure was not enough to avoid new disruptions.
On MongoDB itself, they are also increasing caching and moving certain queries to analysis nodes.
Coinbase expands customer support to address bugs
In another post they then also announced that they have expanded their customer support team, promising to add even more people to address issues more quickly.
They are adding more self-service options so that users can resolve some issues quickly and independently, including through a new website, Coinbase Learn, which serves as a one-stop-shop especially for newcomers.
They promise to launch a messaging system in the coming months, thanks to which it will be possible to chat directly with support and to communicate more regularly through social support channels on Twitter and Reddit.
Given that scenarios like the one seen at the beginning of January, or at the end of 2017, could realistically be repeated in the future, this kind of activity is particularly necessary to maintain an adequate user experience for the exchange.