FinAccel's Journey to Achieving 98% CSAT with Freshchat

FinAccel is a financial technology company based in Indonesia, creating disruptive and meaningful products in retail credit for Southeast Asia. Their flagship product, Kredivo, is the country’s largest and fastest-growing digital credit card. It enables e-commerce buyers to apply and qualify for instant credit and pay back over time. Launched in early 2016, FinAccel has quickly become one of the fastest-growing startups in Indonesia. One of their core values is to provide beautiful and seamless user experiences, and they have been recognized as one of the top 100 Fintech companies in the world by KPMG and the number one Fintech company in South East Asia at the Singapore Fintech Festival.

FinAccel, an Indonesian fintech company, was facing challenges with its customer support system. Initially, customers who needed to contact the support team would do so via the support email address or the native phone channel. This support email ran on Gmail and presented several challenges. The most significant of these was the lack of visibility over customer inquiries and resolutions. There was no way to track or measure critical support metrics like response times, and the shared inbox system led to issues with accountability and efficiency. Furthermore, FinAccel was keen to implement live chat to offer their users a familiar conversational experience, especially considering their target base of the Indonesian millennial population. This demographic has shown a preference for popular messaging applications like WhatsApp and Facebook Messenger, making it crucial for FinAccel to offer a similar, conversational and continuous customer experience.

FinAccel turned to Freshchat and Freshdesk’s out-of-the-box solution to streamline their customer support operations. With Freshdesk, all customer emails became unique tickets that were assigned to specific customer support agents, tracked, monitored, and followed upon. This system held agents accountable and provided complete context on customer queries, which was not possible with a shared inbox. Freshchat was integrated into the Kredivo mobile app, FinAccel's flagship product. Within a year of this implementation, the support team began receiving upwards of 40,000 chats every month, contributing to 65% of queries across all channels. Chat became FinAccel’s primary support channel, further vindicating their belief in conversational messaging. The team also utilized features like the 'priority inbox' and 'assignment rules' to manage SLA compliance and ensure efficient distribution of customer queries.

• The implementation of Freshchat and Freshdesk’s solution transformed FinAccel's customer support operations. The system provided complete context on customer queries, which was not possible with a shared inbox, and held agents accountable. The integration of Freshchat into the Kredivo mobile app led to a significant increase in customer engagement, with chat becoming the primary support channel. The 'priority inbox' feature allowed agents to prioritize chats based on waiting times, improving efficiency and customer satisfaction. The 'assignment rules' feature ensured that conversations were automatically assigned to the right team or agent, depending on the type of customer and the nature of their query. This feature, along with the IntelliAssign feature, ensured a balanced workload across the team and prevented any single agent from being overburdened.

• Chat became the primary support channel, handling 65% of queries across all channels

• The support team began receiving upwards of 40,000 chats every month

• Customer satisfaction rating improved to an impressive 98%