How Pockit reduced its email backlog by 95% in just two months

Fintech company Pockit headed into 2021 with a massive email backlog and response times spanning several weeks. Today, they are automating 12,000 emails a month and getting back to their customers within 48 hours.
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95% of backlog cleared
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12K emails automated monthly
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Seamless Zendesk integration
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AHT reduced from weeks to 48 hours

How Pockit cut its email backlog by 95%

Pockit at a glance

TheCustomers-Pockit

The customer

Easy-access digital financial services provider, offering prepaid cards, current accounts, mobile-first service, and more.

TheMarket-Pockit

The market

After launching in 2014, the UK-based fintech had gained over 500,000 customers by 2020.

TheSupportTeam-Pockit

The support team

A team of 35 support agents handle the 1,000 emails that Pockit receives on a daily basis.

TheChannels-Pockit

The channels

Pockit supports their customer base via email, web chat, and in-app chat.

TheSituation-Pockit

The situation

Customers were left waiting — as agents struggled to clear a massive backlog of ticket requests

TheSolution-Pockit

The solution

Automated ticket support and a seamless integration with their CRM platform, Zendesk.

Getting started with Ultimate

When Pockit first reached out to us in 2021, they had just moved from London to Newcastle and recruited an entirely new team customer support team. The team's first task? Tackling a 17,000 email backlog — the fallout from a forced two-month hiatus on all transactions due to complications with a third-party supplier.

Pockit chose Ultimate based on its unparalleled onboarding process and proven track record of integrating with Zendesk Support. Throughout the onboarding process, Ultimate’s Customer Success team ran training sessions, provided updates, and regular check-ins.

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“Getting started with Ultimate was a breeze! The customer success manager went the extra mile to ensure that our experience from onboarding to going live was seamless.”

Jamie Hopper
Customer Service Manager, Pockit

CRM Integration Zendesk-Pockit
Backlog cleared 95%
Emails automated 12k
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AI use case spotlight: driving down handling times

  • Because of issues with a third-party provider, Pockit had accumulated a massive ticket backlog of 17,000 emails. This was affecting handling and resolution times and impacting CX.

  • With Ultimate's ticket automation solution taking care of repetitive incoming inquiries, Pockit was able to clear 95% of this backlog in just 2 months.

  • Average handle time (AHT) dropped from several weeks to under 48 hours — and Pockit's support team are now automating 12,000 emails each month using 37 intents.
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The success story

CostEffective-Pockit

Cost effective

Ultimate’s solution costs less than one monthly salary and produces 3.5 times higher output than a human agent.

Efficient-Pockit

Efficient

With a virtual agent taking care of common queries, handling times have dropped from several weeks to under 48 hours.

Scalable-Pockit

Scalable

Pockit knows their team can easily manage any future spikes in customer contacts, without sacrificing CX.

Integrated-Pockit

Deeply integrated

Their virtual agents sits right inside the Zendesk ecosystem, allowing Pockit to maximize the value of all their support tools.

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