Founded in 2012, TransferGo is a rising fintech star: They’ve partnered with 30 banks to date, and were recently named “one of the 5 hottest scale-ups in the UK” by the TNW (The Next Web) website.
A considerable part of TransferGo’s customer base uses their services to send money to their home countries from abroad. This makes multilingual customer experiences crucial to TransferGo's success.
TransferGo's team offers support in English, Russian, Polish, Turkish, Lithuanian, Romanian, and Ukrainian. They were looking to find a chat automation tool that could do the same.
The support team responds to requests via secure chat via their CRM platform, Zendesk.
At TransferGo, providing speedy, responsive, and targeted support is a top priority. They were looking for a multilingual virtual agent that could handle self-serve intents such as changing names, addresses, or phone numbers both reliably and quickly.
Within their first months online, TransferGo fully automated 54% of their English-language chat conversations. Additionally, they achieved a 61% automation rate for Russian queries, which make up the most messages.
Povilas Ciuplys
Chief Customer Officer, TransferGo
James Longbotham, Senior Solution Consultant at Ultimate, explains how leading money transfer provider TransferGo keeps customer data safe and secure during automated interactions.
TransferGo's virtual agent is fluent in English, Russian, Polish, Ukrainian, Romanian, Lithuanian, and Turkish.
Ultimate's chatbot doesn't require any prior technical knowledge, making it accessible to all members of TransferGo's support team.
TransferGo offers secure and reliable support, with all chats protected under the GDPR, the toughest data privacy law in the world.
Povilas believes that the key to a good customer experience is a good employee experience. Automation support maximized value for their customers while also making agent's lives easier.
