Self-service rate of 72%
22% decrease in demand for SumUp human agents
Virtual agent 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.
Head of Operations, SumUp EU
When setting up their virtual agent, SumUp’s support team could easily create solutions for the most common requests in all the languages they required. In each market, their virtual agent 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!
Project Manager, SumUp Brazil
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.
VP Marketing & Sales, SumUp
Adding the virtual agent to their website was even easier: It requires just one line of code. This meant that SumUp’s virtual agent was live within a month.
Over time, SumUp decided that they wanted to bring the power of their virtual agent to other channels as well. Solvemate built them a custom integration of the agent’s data for Salesforce, which went live in March this year. Very soon, it will also be available on SumUp’s Facebook page.
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