I think biggest issues with current exchanges are customer service. Glad to see ternion is looking to improve that with 24 x 7 support.
Satisfactory customer service is one of the key factor why I get into an exchange. Most of the exchanges dont even care about the issues which user get into because of bugs or network problems. It could be solved just with talk and it will reduce the tension off the user. Am glad that Ternion is active in telegram already.
I agree completely, people trust exchanges with their lifetime savings, so when having a problem in an exchange there is too much at stake, user experience in every way is crucial.