Mama Money Enhances Customer Support and Boosts Resolution SLAs by 40% with Freshchat

Mama Money is the world’s first Social Business Money Transfer Operator. The company started as a small seven-member team operating only in South Africa and has grown into a 120+ strong company with operations in 19 countries across Africa and Asia. Mama Money aims to assist African and Asian expats in transferring money home by lowering the cost of cross-border payments. The company was awarded the best FinTech startup in South Africa in 2019. Their brand promise is to provide an easy way to send more money home by offering best-in-class customer experiences across channels.

Mama Money, a rapidly growing tech company specializing in cross-border payments, was facing challenges with their customer support system. They were using Google Sheets to track all customer interactions, which became increasingly cumbersome as the company expanded into new regions and increased their field agent strength to 2500. The company was facing scaling and growth-related issues and needed a solution that could cater to their specific needs. These included identifying new channels for rapid market acquisition, managing the increased volume of customer interactions, and providing a simple and intuitive user interface, especially in markets like West Africa where users were less tech-savvy.

Mama Money chose to integrate Freshchat and Freshdesk for a scalable and holistic customer experience. This solution offered a simple user interface, fast onboarding time, and the ability to track Service Level Agreements (SLAs). Agents could quickly access customer information using the Context Pane, enabling personalized customer support at scale. Managers could use reports to identify and address operational issues. Additionally, Mama Money integrated WhatsApp with Freshchat, given WhatsApp's popularity across Africa. This allowed for faster and more accessible customer interaction. They also implemented bots in WhatsApp to handle basic questions and direct higher-level queries to the right team. This integration led to a significant increase in the number of conversations initiated and improved their First Contact Resolution ability by 34%.

• The integration of Freshchat and Freshdesk, along with the use of WhatsApp, has significantly improved Mama Money's customer support operations. The simple and intuitive user interface has made it easier for agents to provide personalized customer support at scale. The ability to track SLAs has helped managers identify and address operational issues more effectively. The use of bots to handle basic queries has also helped manage the increased volume of customer interactions. Overall, the new system has enabled Mama Money to provide better customer experiences while maintaining their promise of sending more money home.

• First Contact Resolution ability improved by 34%

• Achieved 82% of their resolution SLAs

• Number of conversations initiated increased 16X — from 1500 per month to 25000 per month