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 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

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 

9

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.  

9

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. 

Let’s Build a Great Digital Product Together