‘Buy now pay later’ provider achieves 70% first contact resolution

The client

A financial technology organization that provides 'but now pay later' services globally.

The challenge

The client was experiencing an overwhelming volume of email enquiries from customers in the local market and required a fast and efficient solution to ensure rapid customer response and assistance with back office support tasks. The client had plans to expand its services into new regions and recognized the need for a scalable and flexible solution to support its growth.

The solution

Probe CX provided the client with an offshore customer support team of 20, along with a team leader that assisted with customer email correspondence. The team handled basic enquiries with email template responses, anything more complex was escalated to the client’s internal teams.

Probe CX supported the client’s expansion into new markets, replicating the operational process used in the local market enquiries for the USA and UK. Over time the team took on more complex work types, including manual identification of customers and merchants and manual financial chargebacks.

As the client continued to grow, the team expanded to handle additional back office tasks and to support the company’s shift to a digital-first servicing strategy. The client again had to respond to ongoing capacity challenges driving unsustainable customer experience issues. Probe CX also hired additional agents to prepare for peak periods in the North American market which was almost double the current team size.