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3 Bad Customer Support Stories Your CSRs Can Learn From

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In spite of the fact that customer support is one of the most important things for any company to focus on, there are actually a lot of different companies out there that offer some truly terrible service in this department.

#1 Comcast

Comcast is one of the most popular cable providers out there but in spite of this fact they have terrible customer service. The problem here is that they just don’t care. They regularly miss appointments and drag on the customer support experience for most of their customers. They are able to do this because they have a monopoly but it has resulted in a very poor opinion of them overall in the market, and is going to certainly lead to some serious problems for them in the long run. Avoid being like Comcast at all costs!

#2 AT&T

The problem with this company is that their service is utterly terrible. The call quality is terrible, the data plans are terrible, and the 3G speeds are often throttled in order to make sure that customers do not end up using too much data. One of the most important aspects of customer support that you could possibly look into is making a product that is good in the first place, ensuring that the people that are using your services don’t have a reason to complain. AT&T does the exact opposite of that, creating a product that is very poor indeed and not caring what customers have to say about the experience they are going through.

#3 PayPal

This is a company that deals with people’s money, but the terrible thing is that they are often very laissez faire about the money that they hold. You could find your money suddenly disappearing because of the fact that the people you received it from filed a complaint, and in most cases PayPal is going to make it very difficult indeed for you to get that money back. What you can learn here is that you need to treat your customers like they are your responsibility, and you need to be open and transparent about how their complaints are being processed.

If you want to avoid ending up like one of these companies it is highly recommended that you get Kayako’s ticketing software. This can help you handle a lot more volume and drastically improve the quality of your customer support. At the end of the day, human CSRs are going to be quite limited in what they are able to accomplish. If you want them to succeed and if you want your customer support to become something that people will look at in a positive light, automation is the way to go, especially if you are automating in such a manner that the regular people that work for you and depend on you for their regular income don’t end up getting dealt a bad hand and have to go through financial hardships.

AI, blockchain and the future of insurance

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by Nadeem Shaikh

This photo, and hundreds of others like it, are becoming defining images of our age. Mexico beach in Florida was destroyed by the impact of storm Michael. This house remained standing while its neighbours were washed away. As the insurers move to assess the damage of this season of storms they are increasingly turning to artificial intelligence to make their assessments. In the future of the Fintech industry it is the use of AI and blockchain that will define those products that breakout from start ups to become market leaders. The process of thinking about the application of these new technologies begins with thinking about this picture.

There are three ways in which AI can help the insurers and the insured in dealing with the aftermath of this terrible event and can make judgments based on it to inform financial decisions in the future. First, AI can look for patterns.  Second, AI can interact with customers.  Third, AI can use Blockchain to change the way insurance works.

AI can explore the vast amounts of data that are collected on people every day. If you think about your retail transactions, every single thing you buy in the supermarket becomes a data point about who you are as a person. Retail has fully embraced this technology. Advertising is tracking your online shopping to reinforce and seek another purchase. Your personalised discount vouchers echo your purchase history. This is now being increasingly applied by the insurance sector. The search for patterns is obviously useful in fraud prevention. If transactions on an account suddenly change their pattern, machine learning can spot that pattern change and respond. Patterns in weather are obviously also going to make a significant difference to insurance dividends in the future. The New York Times reported: “After Hurricane Andrew, a Category 5 beast, ravaged Miami-Dade County in 1992, new construction in the southern portion of the state was required to withstand 175-mile-an-hour winds. In the coastal Panhandle counties affected by Michael, the requirement is lower, for 120 to 150 miles an hour, and the rules for certain kinds of reinforcement have applied to houses built more than a mile from shore only since 2007.” The people who built this house, built it to withstand winds of 250 miles an hour. Weather patterns are changing so rapidly that it may only be AI that can keep pace and keep insurers and the insured informed. These patterns will change much more quickly than building regulations will adapt.

In addition to these kinds of assessments, AI can look for deeper patterns in risk management and increasingly in predictive analytics. This has long been used in algorithm based trading, and there will always be room for more Fintech innovation in that space, but now the use of satellite imagery linked to big data sets is making an entirely new generation of commodity trading tools more widely available. In turn, looking for patterns in these daily and sometimes hourly images that have a zoom capacity down to 41cm, can spot building regulation violations, absences of planning permissions for new builds and movements in water bodies that indicate changes in flood threats. Drones and the Internet of things also provide rich fields for exploring the collection of big data sources. Fintech innovation in insurance and other areas is using all of these tools and more.

The other dimension of AI is the interaction with customers. So many simple financial transactions are routine, repetitive and functional, chat bots, automated voice responsive systems, can be used to handle more and more of them. As natural language processing advances, these systems should become better and fintech innovators are working hard to make them more responsive and human like in their interaction. These advances are absolutely essential in the use of AI in marketing from direct calling to the algorithms that place adverts on the goggle search pages we use.

All of these features come together in the application of block chain technology to the insurance sector through three mechanisms that combine elements of all of the above: Smart Contracts, Smart Assets and Smart Execution. For most people, most of the time, insurance was something running in the background and the contracts on which it was based were passive tools. They might come into play at the end of a life or in the rare case of a flood but otherwise they were usually hardily looked at and frequently never read by the customer. Today and in the future, we need Smart contracts that can adapt to changes in circumstances and use consensus-based logic to agree on the meaning of those changes. As climate changes, for example, a Smart contract can reflect changes in circumstances. As banking and insurance opens up, and consumers are able to compare prices between providers much more easily, Smart Contracts could develop the capacity to be price comparison vehicles. In turn, Smart Assets might develop into virtual representations of at risk property that spread their insurance across a range of providers to maximise cover and the possibility of claims being awarded. Finally, when claims come in, especially in mass incidents, that will only become more frequent as climate change worsens, Smart Execution, the fast efficient transfer of data to make assessments and then rapidly make the right payments or arrange the right services, will become the norm.

The possibilities are endless. The Fintech industry might have been slower than retail to realise the opportunities of AI, but in areas like insurance, they may have no choice but to embrace innovation with both hands or be left behind because the application of AI to blockchain allows for completely new entrants to these markets who understand how to use these technologies to stay one step ahead.

Brexit Woes Fuel Powerful E-Commerce Platforms

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Once again, it seems as if all eyes are focused upon the ongoing Brexit negotiations. While a great deal of progress has been made, the fact of the matter is that both sides still seem to be falling short of their respective marks. Recent comments by Prime Minister Theresa May seem to indicate that there is a long way to go (1). Unfortunately, time is running out. Unless the United Kingdom and its European counterparts come to some sort of agreement, it is likely that domestic UK-based businesses might take a slight hit once the new regulations come into effect. Some analysts would call this scaremongering. However, it is only prudent to assume that some economic disruptions will occur. This is why a growing number of enterprise-level firms are choosing to outsource their e-commerce solutions to trusted providers in order to tap into a larger consumer base in the near future. Why is e-commerce taking centre stage in terms of fiscal success and what options are available at the moment? 

Smart as Opposed to Hard: Leaving Guesswork at the Door 

It can be argued that the largest “ghost” associated with the Brexit involves the sheer amount of uncertainty that currently exists. This has many analysts worried; particularly those who have stakes on both sides of the border. Such concerns have naturally trickled down to individual businesses. Modern e-commerce platforms such as Shopify are able to provide a level of flexibility that would not be possible with the use of more traditional methods. Some profound advantages include: 

  • The ability to successfully target an international audience. 
  • Attracting high-value B2B customers. 
  • Numerous pricing plans. 
  • More than 100 payment gateways. 
  • Support for multi-channel marketing. 

All of these attributes will enable a UK-based business to rise above the potential volatility that might be associated with a so-called “hard” Brexit. The next question involves the options that entrepreneurs can select. 

Powerful, Agile and Intuitive 

In terms of effective and efficient B2B ecommerce solutions Shopify is at the top of its game. While other platforms such as Magento and BigCommerce might have turned professional heads in the past, the fact of the matter is that neither of these providers were associated with a user-friendly architecture. Those who did not already possess a certain amount of past experience would often encounter problems in terms of implementation and subsequent updates. Such issues are no longer a concern when leveraging the tools associated with Shopify. As a result, B2B sales can be expedited and the cloud-based platform itself is able to be implemented without disrupting ongoing in-house operations. 

The expected outcome of the Brexit is far from certain. However, there do indeed appear to be clouds on the not-so-distant horizon. Politicians and policymakers may still be able to come to some type of agreement. It is nonetheless prudent that domestic businesses begin to take the steps necessary in order to enjoy a greater degree of stability in the coming months. 

How to take calculated risks with your spare cash

The ability to take calculated risks is often the key difference between ordinary people and wildly successful ones. Entrepreneurs, professionals, and athletes build a life around a series of well-calculated risks that have a lopsided payoff. In other words, they do things that others wouldn’t consider to gain an edge, whether that be investing in other businesses or putting money into their own. Companies like SoFi have plenty of experience that could help you make decisions around this – be sure to look through all of the options before deciding what to do with your own finances.

This skill is critical to financial management. Much of personal finance and investment advice is based on the asymmetry of risk and return. In other words, the simple formula to managing money is to cut the downside and maximize the upside of any decision.

Here’s how you can spend your extra cash wisely without wasting another opportunity:

Invest in yourself

There’s no better investment than one in yourself. Traditional education might seem overpriced, but that’s not the only way to learn and gain new skills. Online courses, premium webinars, eBooks, and workshops are all great ways to sharpen your talents and boost your potential long-term. The downside is limited, since even the most frivolous course or useless certificate can help you meet new people and develop a fresh perspective.

Look for a group experience

The intangible value of group experiences can add a lot of value to your life. Taking part in activities with others can help ensure a healthy work-life balance, and help you create new relationships, generate new opportunities, and maintain a healthy lifestyle. There are many ways to do this, such as joining local fitness clubs, going on a networking cruise within your industry, or even online via gaming and casino sites.

Start a side venture

Not all businesses are complicated or time-consuming. Some just require an upfront investment and a little ongoing maintenance to generate a considerable return. The ‘Buy-to-Let’ boom was a good example of how ordinary people with regular jobs could generate wealth by taking advantage of a clear arbitrage opportunity. A small down payment coupled with a mortgage at an attractive rate and a property in a high-yield area could generate a passive return for years.

Now with the property market fading, there are other opportunities to create similar passive returns. You could consider crowdfunding a startup on sites like Crowdcube or Seedrs, investing in P2P loans, helping your friend set up an online shop, or selling digital goods through your own website. According to some estimates, nearly a third of all workers in America have a side hustle. It wouldn’t be a stretch to assume the figures are similar in other developed economies. With the technology and access available today, it’s easier than ever to invest in different streams of passive income.

Spare cash is an opportunity to take some calculated risks that can have an outsized payoff. Consider spending the money on bets that won’t have an impact on your financial circumstances if they don’t work out, but could give you a considerable advantage if they do.

The Fastest Cars in The World 2018

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Who rules the road in 2018? From rapid 0-60’s to extreme top-end figures, there’s so many cars on the market that are competing for that extra millisecond off the line and pushing boundaries at the top end to be the true mean machine of the streets. Which is the fastest though? Brought to you by the SPD Custom Plate Maker is the worlds fastest cars in 2018. Buckle up!

Courtesy of: Show Plates Direct

What is a Creditor Voluntary Liquidation (CVL)?

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A Creditors’ Voluntary Liquidation is a procedure in which the company’s director/s choose to voluntarily bring the business to an end by appointing a liquidator who must be a licensed insolvency practitioner (IP).

Usually, a company goes into Creditors’ Voluntary Liquidation (CVL) after its directors realise that its liabilities exceed its assets or it cannot pay its debts as they fall due and so the company cannot carry on its business.

This liquidation begins by a resolution of the shareholders, usually at the directors’ request, and under the effective control of creditors, who can appoint a liquidator of their choice (need of 25% of the debt or more). The key factor that determines this course of action is the realisation by the directors and shareholders that the company is unable to pay its debts as they fall due or that it has more liabilities than assets.

The Creditors’ Voluntary Liquidation is the most common way for directors and shareholders to deal voluntarily with their company’s insolvency because it is in the interests of the directors to take action at an early stage in order to minimise the risk of personal liability for wrongful trading.

The purpose of this type of liquidation is to appoint as soon as possible an liquidator who has a duty to collect the company’s assets and distribute them to its creditors in accordance with the Insolvency Act. At Quabbala Limited we are insolvency practitioners in London.

The process starts with the calling of a shareholders’ meeting by the directors of the company. At this meeting, the members will pass an extraordinary resolution to wind up the company (75% majority required) and an ordinary resolution to nominate an insolvency practitioner (50% majority required). If 95% of shareholders agree, a short notice meeting can be held.

The nominee liquidator will conduct a relatively quick investigation into the statement of affairs of the company and will convene a meeting of creditors, which must be advertised in the London Gazette and 2 appropriate newspapers. The meeting must be held within 14 days of the shareholders’ meeting (normally held on the same day).

The creditors’ meeting will not be a physical meeting unless requested by 10% of creditors by value. Otherwise it will be a “virtual meeting” or a meeting by correspondence, unless a “decision making process” is used. A “decision making process” can include a “deemed consent procedure” in which the insolvency practitioner nominated by the members is automatically appointed unless creditors object.

At the meeting, copies or a summary of the Statement of Affairs will be made available to creditors and a report on the company’s history along with an explanation of the reasons for the failure of the company will be presented. Creditors will then vote to appoint a liquidator. The votes are based on the values of creditors’ claims. Should the creditors’ choice of insolvency practitioner be different from that of the shareholders, the creditors’ choice prevails.

The creditor voluntary liquidation (CVL) is complete when all the assets have been realised, all creditors’ claims have been adjudicated (where there are sufficient funds) and net realisations after expenses of the liquidation have been distributed to the creditors. The liquidator/insolvency practitioner will then call final meetings of creditors and shareholders and present his final receipts and payments account, together with a report showing how the liquidation has been conducted.

As we are insolvency practitioners in the City of London, please contact us if you require further information.

Cutting down on the electricity bill

The average UK electricity bill for a three or four-bedroom home is £590 a year according to UK Power, and many homeowners will be aiming to cut back on this expense.  Switching suppliers might seem like the most effective solution, but there are also small changes a homeowner can make to cut back on expenses.

Reducing Consumption

Installing energy efficient lighting and motion sensor lighting can cut down on energy expenses and add value to your home when it goes on the market.  Unplugging phone chargers and other electronic devices when not in use can also cut down on energy use.

Smart meters are another conservation method to cut down on utility expenses.  These smart meters are a replacement for outdated estimated readings, and instead, they provide precise minute-by-minute utility readings.  The government has begun the push for gas and electricity companies to install the meters, and they say it could save Great Britain up to £40 billion between now and 2050.

So, if your house is yet to be fitted with a smart meter, you could be paying extra toward your utility bills due to imprecise meter readings.  Also, it cuts the need for meter readings out and saves time.

Another energy-cutting tip is to replace old appliances with newer, more energy efficient models.  Upgrading to A+ or A++ washing machines and dishwashers can increase energy efficiency anywhere from 25-60% and result in significant household savings.  Energy ratings depend on size, so downgrading to smaller appliances is also a great way to save money on electricity.

As the world becomes more dependent on technology, we also forget about the drain our electronic devices have on our electricity.  Being more conscious about charging and turning off gadgets that are not in use can save a household an estimated £50 to £80.

Switching Provider

However, in the end, many will find the best way to save money on utilities is to switch providers.  Price comparison tools such as Money Super Market allow consumers the ability to compare a wide range of options in your area.

Different rates are available to consumers and fixed or variable rates can impact how much you will pay in the future.  Fixed rates offer stability and safety from price hikes, but a variable rate can see benefits in the form of a lowered rate.

The government reports annual savings of up to £300 for switching providers, so while cutting energy consumption can make a dent in your bill, switching providers can result in huge savings.  In order to save money, the government offers a variety of comparison tools to make the best choice.

However, switching providers may not satiate the environmentally friendly crowd, and energy efficient solutions may be the right investment if you are willing to pay more upfront to reduce your energy consumption and carbon footprint.

Workman clothing for companies and individuals

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Often, construction companies and builders main focus in uniforms and clothing is functionality.  However, in an increasingly fashion-conscious world, looks can also be an important way to attract employees.

Employee Concerns

Clothes impact how people feel about themselves and their work.  A smarter dress sense can increase self-confidence and lead to better work results.

While dressing for success is typically reserved for the corporate world, this does not mean that those in more manual labour positions do not feel the effect of confidence and clothing.  A drab, dirty uniform can impact the employee and make them feel of less worth to the company or project.

Protection and safety are clearly top concerns, and always should be, but this does not mean that cleanliness and appearance have to be sacrificed.  Many companies offer fashionable and functional work outfits.

Keeping the body warm and employee visible are key components of dress when a construction worker is on the side of the road filling a pothole.  But, higher quality workwear can greatly influence employee’s psyche.  If they are provided with more comfortable and better-looking uniforms then they will feel more comfortable at work and derive more satisfaction from their job.

Image

Furthermore, a sharp crew can increase a business’s profile and attract new clients.  Professionalism is often undervalued in many manual labour industries, and outfitting employees with a professional style can put a business ahead of their competition.

This effect can be seen across businesses and perhaps on the largest scale in the sporting world.  Football clubs pump a massive amount of funding into uniform development as they are aware it impacts their bottom line.  A popular uniform can bring in new revenue and fans and increase their club’s global brand.

In the case of smaller businesses, the same principles apply but on a smaller scale.  A cleaner and more professional uniform can result in new clients and profit, so proper uniforms can be seen as an investment rather than purely an expense.

Image and brand considerations are even important for small business, and uniform choices can have a long-term impact on success.

Work fashion for the individual

Work clothing has seen a resurgence in popularity in both high and popular fashion.  More people can be seen sporting workman brands and dressing like a traditional manual labourer.

Clothing items such as overalls, work jackets, are now sported by a young and hip crowd.  This can be seen as a co-opting of labourer culture or in a brighter light, an appreciation for hard work and a strong work ethic.

Either way, it is clear this trend can is seeping into the fashion world, and both business and individuals can benefit from the new-found appreciation for work clothing.

Some businesses are marketing specifically toward individuals wearing this attire outside of the work context.  This type of clothing will focus less on functionality and look to appeal more to the fashion aspect of consumer culture.

Workmen will not be caught in the purely fashionable clothing, but work clothing brands will increasingly appeal to the individual, so it is important to make sure you buy the right type of clothing for your specific need.

What Happens To Your Brain When You Lose A Trade?

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Trading requires much thought and attention. But did you know that our brain processes wins and losses differently and responds strongly to certain situations? Powerful reactions take place within certain areas of the brain – so let’s find out more about what happens during an unsuccessful trading session.

Loss Aversion and Chemical Transmitters

In 1979, psychologists Amos Tversky and Daniel Kahneman developed the Prospect Theory to help explain how people react to risks and uncertainties. This behavioral economic theory was based on the principles of loss aversion, which states that human beings are generally risk-averse. Losses have a more significant psychological impact on us than gains. This is because reward centers in the brain get silenced when losses are expected and are activated when gains are on the horizon.

Neurotransmitters are the chemical messengers of the brain. One neurotransmitter, nor-epinephrine, is critical in shaping our responses. People with low nor-epinephrine levels tend to be less sensitive to the pain of losing money. Similarly, those who have higher levels of these transmitters, show greater loss aversion. They are more sensitive to losses.

Interestingly, people who react strongly to gains in the ventromedial prefrontal cortex of the brain, pay more attention to monetary amounts. Those who have shown sensitivity to losses in the ventral striatum region, on the other hand, pay more attention to probabilities or risk processing.

Another theory suggests that losses may trigger more significant activity in the brain regions associated with registering emotions and decision makings, such as the insula and amygdala. These regions are also associated with pain processing. So, there is a biological justification for human beings being loss averse in general. After all, no one wants to lose money, or experience pain, for that matter.

The Brain – A Trader’s Friend or Foe?

The brain can be divided into two parts – the reflective system and the reflexive system. The reflexive part is associated with emotional responses, while the reflective part is analytical and logical. For traders, it is a constant struggle to strike a balance between these two systems. Being too analytical is also not helpful, given how quickly market conditions change.

It is also important to consider that our brain is a muscle. The more we use a particular brain pathway, by learning a trading strategy or using a specific indicator, the stronger it becomes. Strong neural pathways are great for constructive activities but can be a hindrance if you repeat a mistake again and again. So, if you continue to pick the top of an uptrend or get stuck in “overtrading” activities, your brain will not let you escape unless you make a conscious effort to do so and this can be challenging. As all seasoned traders know, adapting your strategy with the view of limiting your losses is an essential part of the trading process and should not be ignored.

By remaining aware of our responses to certain situations, we can not only identify patterns but can also work consciously on changing unhelpful responses.

Why Your Website is Your Most Important Sales Tool

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In the modern age, the world of business has shifted largely from the brick and mortar shops and boardrooms into the digital frontier. There is an ever increasing amount of both businesses and consumers who choose to conduct all of their research, transactions and support functions online. The benefits are obvious: while it used to be that your customer pool was limited to whomever was within driving distance, or who subscribed to a magazine that mentioned your business, now, anyone is the world is a potential customer.

With this shift has come an inescapable need on the part of businesses to re-evaluate nearly every aspect of their operation. How do we interact with our customers? How do we market to customers halfway around the world? How do we ensure that we can ship to a customer in Taiwan? These are common questions that every business has had to ask itself over the past decade, and struggling to find answers that will grow a loyal base of customers, while generating a healthy profit. While there are no simple answers to these pressing questions, in the digital age, it all begins with your website.

If you haven’t stopped to consider what you want your website to do for you, or you don’t know how it’s doing, you’re already falling behind. Now, more than ever, it’s crucial that your company’s website serve as your primary sales tool for the following reasons:

 

It’s Your Always Available Sales Consultant

Put yourself in this scenario: you need to buy a tailored suit, one that you won’t be able to find in a JC Penny or Belks. To find it, are you going to drive around your neighborhood looking for tailors? Are you going to check the newspapers and bulletin boards? Probably not; I feel safe in assuming you’re going to do a Google search. If that’s how you’re finding businesses to suit your needs, what do you think your customers are doing?

Your website is now your primary resource for educating potential customers about who you are and what you do. There’s nothing that can replace the money making power of a tried and true sales team, especially in the world of B2B, but prospecting and closing the deal takes time, effort, and doesn’t always offer an ROI like you hoped. With a website, you’re creating a resource for people to discover you, learn about you, and potentially, even buy from you, all without getting out of their chair.

In addition, your sales team can focus on your hard targets without having to entertain every curious online browser, letting your website handle that load, so your rockstars can focus on true money making activity.

 

It Isn’t Limited By Geography or Time Zones

I mentioned at the beginning that online business has nearly removed every barrier there is to doing business anywhere in the world, and that businesses have thrived because of it. That’s absolutely true, but the fact remains that people operate differently in different parts of the world, and at different times.

Your sales and marketing teams need sleep and vacation time to operate at peak efficiency, and your customers may be operating in a completely different zone from your own. To fill in that gap, you need an efficient, informative, professionally designed website that your customers can access, day or night.

In order to make sure your site is supporting your international customers, have language options available, hire as many customer service representatives that are  multilingual as you can, and have an FAQ or Information page that specifically addresses international buying and shipping. It will go a long way in helping your business have an impact all across the globe.

 

It Isn’t Limited by Schedules or Meetings

In sales, time is money, and money is volume. The more prospects you can touch base with in a day, the higher a chance you’re going to land a convert, so can you really afford to talk to that small business owner for a half hour, only for him to turn you down? On the other hand, it’s very hard to grow the kind of relationship that is so essential to good sales in 15 minute increments over the telephone, so how can you not take the time to engage your clients?

This has been the dance on the razor’s edge that sales professionals the world over have been grappling with for decades. It’s hard to strike a balance between time spent and time wasted when you’re striving to reach your sales goals, and you never 100% know that your sales call will lead to a deal.

But websites aren’t limited to 15 minute sales calls, and you don’t have to work around meetings. Your website will always be there where your customers have five minutes or five hours. With that sort of flexibility, you can afford to pack in much of the information that you’d normally cover in a cold call or initial follow-up, and so when your customer does reach out, they’ll prioritize their time for you.

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