How Fintiba achieved a self-service rate of 75% and cut ticket handling time by 20%
公司规模
SME
地区
- Europe
国家
- Germany
产品
- Fintiba App
- Fintibot
- Solvemate chatbot
技术栈
- Chatbot Technology
- CRM-system Zendesk
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
- 教育
适用功能
- 销售与市场营销
- 商业运营
用例
- 对话机器人
服务
- 软件设计与工程服务
- 系统集成
关于客户
Fintiba is a fintech company offering tailor-made online solutions for international students and other groups who want to work or study in Germany. Their shared mission is to become the first point of contact and a trusted partner for everyone who wants to come to Germany. Due to their highly international customer base spread out across different time zones they needed to offer their customers an instant 24/7 access point to service. In addition, Fintiba’s customers often face time-sensitive bureaucratic deadlines and hence rely on speedy solutions to their requests. Fintiba takes the quality of their customer service very seriously, as they know it has a big impact on their business and word of mouth is powerful among their customers.
挑战
Fintiba, a fintech company, was struggling with high demand during students’ back-to-university season twice a year. They were often approached multiple times by the same customer through different channels resulting in inefficient ticket handling. Moreover, their support team was lacking the time to address more complex cases requiring the human factor, due to being swamped by repetitive tickets regarding simpler issues. Many customers are under pressure and can feel emotional when f.e. their visa has been declined or their embassy appointment cancelled. In these cases, the contact with a human support agent is important for them, as they will be able to resolve their requests with a high degree of empathy.
解决方案
Fintiba decided to work with Solvemate to automate their most common and repetitive requests and free up their agents’ time to help customers where the human connection matters most. Just 14 days after the onboarding, Fintiba took their chatbot live. When they first implemented Fintibot, as they decided to call their Solvemate chatbot, they had to overcome the challenge that a lot of users still preferred to talk to a human, regardless of the complexity of their request. Their strategy was to educate these users on the fact that for more common queries, they will get to a solution faster through interaction with the bot. They achieved this via email communication - once a user sent a support ticket via the support email address, they received an auto reply suggesting for them to use the chatbot instead to get to a solution faster. Furthermore, Fintiba restricted the support access on their contact web page to only Fintibot in the first instance, not showing phone number or direct email address there any longer. Also, they implemented communication about Fintibot in their transactional emails that customers receive along the process.
运营影响
数量效益
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