Innovating Customer Support Experience for Trustap
Client’s Introduction
Trustap is an Irish digital transaction platform powered by Stripe’s secure payment technology. The company is currently operating in 135 countries and has offices in Ireland, the UK, and the US. Trustap wanted to transform its customer support services, which are the backbone of any business, and aid in the retention of customers through a subscription-based cost model. Each subscription is a customer who would expect excellent support services pertaining to the service they are receiving. Khired was on-boarded to maintain and improve the overall efficiency of this integral business process. As a trusted SaaS business partner, we used our customer support expertise to help Trustap overcome the challenges and satisfy its broad consumer base across Europe.
Key Challenges
Business Growth
Impeccable customer
service is essential to
business growth
Over 96% become loyal
to brands that offer
superb customer
services
Cost Efficiency
Acquiring new
customers are 5 times
more expensive than
retaining existing clients
Existing customers are
60-70% more likely to try
new products/services
than new ones
High Competition
The global digital
payments market
has become highly
competitive
Companies need to
keep their clients happy
to cement their
competitive edge
Business Growth
Impeccable customer
service is essential to
business growth
Over 96% become loyal
to brands that offer
superb customer
services
Cost Efficiency
Acquiring new
customers is 5 times
more expensive than
retaining existing clients
Existing customers are
60-70% more likely to try
new products/services
than new ones
High Competition
The global digital
payments market
has become highly
competitive
Companies need to
keep their clients happy
to cement their
competitive edge
The Solution
Impeccable Customer Support
At Khired Networks, our customer support agents used modern techniques to timely resolve Trustap’s clients’ issues and provide them with their required information.
Resolve Financial Queries
Apart from providing customer support for Trustap over chats and emails using proprietor tools like Zendesk & HubSpot, the nature of the customer support was rather critical. Our team also looked after day-to-day transactions and helped users solve their financial or transactional queries. Our services also included fraud analysis and getting the right partners onboard with Trustap.
The Results
Khired Networks helped Trustap significantly reduce the average response time and chat duration. We trained our team members, monthly and quarterly, to maintain and improve quality that increased Trustap’s revenue to 10,000 Euros in just one year. Besides, the retention rate also enhanced as clients were satisfied with the quality of customer support and became more loyal to Trustap.