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Self-service rate of 72%
22% decrease in demand for SumUp human agents
Chatbot resolves over 80,000 requests/month
SumUp is a payment provider enabling small merchants to accept credit and debit cards. Often overlooked by big banks, these merchants make up an incredibly diverse target group—with lots of different support requests.
As SumUp kept expanding into new markets, they were looking for an elegant solution to scale their support. In June 2017, they turned to Solvemate to automate many of the incoming requests and reducing the workload of their human agents. The most important requirements? Reducing response times and handling different languages, as SumUp operates in 31 countries.
Solvemate’s platform uses structured questions to categorize and solve each request. Not only is that much faster than asking customers to formulate and type in their own questions, it also means the platform is language agnostic.
When setting up their chatbot, SumUp’s support team could easily create solutions for the most common requests in all the languages they required. In each market, their chatbot can therefore ask questions and respond to requests in the respective language. Right now, their agent offers support to the merchants in four different languages (English, Portuguese, Dutch, and German) with more to come!
The approach also means speedy responses: With an average resolution time of just 12 seconds, the often sensitive payment questions are now handled quickly and securely, around the clock.
As one of Europe’s fastest-growing companies, SumUp needed the implementation of Solvemate to be fast and painless, without too much ongoing work. Thanks to a well-designed interface, training was quick and requires only one support agent to maintain it.
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