In 2017, Qapital was listed by Google as ‘the Most Innovative App of the Year’, after launching its mobile-only banking service that makes it easier to plan, invest, and save.
resolved by Ada
Automated CX (ACX)
Rapidly Scaling Support
As Qapital went on to save its customers more than $1 billion, its reliance on Zendesk live agents for customer service proved challenging. The bottleneck was creating roadblocks for both customers and agents.
Long wait times and an ever-growing ticket list resulted in frustrated customers and kept agents from handling more valuable interactions.
As a brand used to shaking up the conservative banking space, Qapital knew it had to bring the same level of innovation to its customer service.
- 100% of inquiries handled by Zendesk live agents
- Agents unable to manage the escalating volume of tickets
- Support hours limited to 8:30 a.m. to 5:30 p.m. EST
No-code automation with Ada
Members of Qapital’s existing support team worked with Ada’s Automated Customer Experience (ACX) Consultants to introduce automation as the first line of customer service. In less than 30 days, Qapital used Ada’s easy-to-use, AI-powered platform to build a customized chatbot that solves 25,000 monthly brand interactions, without the need for agent assistance.
Unlike other tools, it doesn’t take a developer to build with Ada. Instead, an active member of Qapital’s customer support team is able to divide her time between managing the chatbot and providing live assistance as an agent.
Even better, by removing the need to wait for developers to make changes, she can create, add, update, and strengthen content instantly whenever required.
Streamlining support priorities
By automating 25,000 monthly interactions, Ada allows Qapital’s agents to shift their time from handling every issue to only managing those that are high-value and require the human touch for resolution.
- More than half of inquiries solved without live agent
- Agents freed to support with proactive, high-value interactions
- 24/7 chatbot available instantly to support
Improving performance with insights
The data captured from Ada’s Analytics Dashboard is depended on by stakeholders across the company who use the insights to improve the mobile app’s processes, plans, and pricing.
"We see every customer service interaction as product feedback," explains Barnea. "That’s why Ada’s value hasn’t only been in how the platform improves our customer experience, but also in how it provides us with the information we need to understand how to improve our product."