Singapore-based global payments infrastructure company Thunes has leveraged data and insights to increase agent productivity, save time, and create meaningful customer experiences with solutions from software-as-a-service (SaaS) company Zendesk.
Thunes facilitates real-time cross-border payments by building a proprietary global network across 130 countries. It allows businesses and consumers to instantly send and accept payments, irrespective of the payment method they choose.
The company can now optimise business operations by automating workflows and repetitive tasks. The new solution includes over 20 automated workflows that close old tickets and send follow-up emails whenever necessary. It also has more than 100 triggers that auto-complete ticket fields for data analysis and over 200 macros, saving agents handling time.
Thunes’ customer care head Babul Balakrishnan told iTnews Asia that Thunes is able to monitor agent productivity against enquiry volumes through Zendesk’s reporting dashboards.
“We built custom dashboards to collate various data about customer interactions and employee performance,” he said.
The fintech’s legacy customer care solution lacked visibility and automation options. It could not facilitate reporting issues in real-time. It needed a stable and scalable customer care solution, offering transparency and easy adoptability.
Thunes had worked closely with Zendesk teams for over six months to understand the requirements and fine-tune the solution before going live in June 2022.
Productivity enhancement
Thunes has six dashboards including the one to track agent productivity and KPIs, other for details on number of tickets resolved and so on. It could use the data from the dashboards to improve workload distribution.
The firm has noted a significant decrease in the number of monthly tickets from 45,000 to 15,000, with two-thirds of the queries resolved with a single interaction. “Agents are now able to handle each ticket 35 percent faster,” he added.
Currently, Thunes’ customer service centre in the Philippines uses the Zendesk Suite that bundles Zendesk Support, Guide, Chat, and Talk into a single omnichannel solution. The company’s France-based Collections office, formerly known as Limonetik, reportedly uses the cloud-based call centre software Zendesk Talk.
Speaking on the future plans, Balakrishnan said the firm seeks to deliver more personalised and proactive customer service.
