Fintech platform
Cutting first-response time by two-thirds at a scaling fintech
A fast-growing payments platform was drowning in support tickets as transaction volume tripled. We rebuilt their support operation around contact-driver analysis and self-service deflection.
-67%
reduction in first-response time within one quarter
35%
of repetitive ticket volume deflected to self-service
+18 pts
CSAT improvement over two quarters
The challenge
Ticket volume had tripled in a year while the support team only grew 40%. First-response times had stretched past 24 hours, CSAT was sliding, and agents were burning out on repetitive password-reset and KYC-status queries that never should have reached a human.
What we did
- Analyzed six months of ticket data to identify the top 15 contact drivers, which accounted for over 70% of volume
- Built a self-service knowledge base and in-product status indicators targeting the top repetitive drivers
- Redesigned queues and SLAs around urgency and customer tier instead of first-in-first-out
- Introduced a weekly QA scorecard and coaching cadence for the support team
Services used
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