Definitely a problem, but I'd be careful assuming that just 'hiring more people' is the solution.
After running customer service for James Altucher's newsletter business and seeing how other companies in the space handle customer service, I can tell you it's a lot more complex than just hiring more people.
Who you hire, how good they are, how they're treated, and how much they care is MUCH more important than how many of them there are. My team handled thousands of daily emails and calls for Altucher with only 3 people.
Similarly, how those people are managed, what tools they have, and WHAT they're doing (and not doing) goes a very long way. Conventional customer service reacts, often poorly, to problems. Much better, I found, to anticipate and prevent problems before they happen.
It's pure 80/20.
Sadly many businesses would rather just take quick profits. Especially in the crypto space, however, there's no excuse for this level of (non)service. What I'm talking about isn't (necessarily) expensive, and crypto businesses are making more than enough profit to cover doing it right.
I'm new to Steemit, but this is something I plan on writing about again here in much more detail.
Failing at customer service is hardly unique to the crypto world, but especially in crypto, it is also easy enough to do right (or pay someone to do it right) that they're no excuse for the current state of things.