The fintech industry is a dynamic and innovative landscape that has rapidly transformed with the emergence of digital banking, open banking, dynamic growth models like "Buy Now, Pay Later" and, most notably, artificial intelligence (AI).
With the early adoption of Zendesk AI, a rising star in fintech, InExchange, is unlocking significant efficiency savings and streamlining their operations at an extraordinary scale and speed.
Reactive to 24/7 proactive customer support with Zendesk AI
InExchange, a Nordic business document management company, prides itself on being at the forefront of cutting-edge technology. Handling thousands of transactions every minute, InExchange helps traders and large corporations streamline their invoicing process.
Since 2015, InExchange has used nearly the full range of Zendesk products, benefiting from Support, Chat, Help Centre and analytics from Explore.
The company recently added Zendesk AI to its arsenal to complement these tools and enable its support teams to provide exceptional customer service.
Thanks to the implementation of Zendesk AI, InExchange's service desk now works more proactively and efficiently with customers.
Within one month of using Zendesk AI, InExchange successfully streamlined processes and automated recurring tasks.
"With Zendesk AI, we are able to offer improved self-service, reduce case time and boost efficiency. AI takes care of the repetitive enquiries, leaving us with more time to focus on issues that require more personalised service," explains Lars Andersson, Head of Department at InExchange.
The implementation of Zendesk AI has boosted efficiency, enabling InExchange to offer around-the-clock support and enhanced customer self-service, which has been a total game-changer.
Zendesk AI provides immediate value, with maximum ROI
InExchange is making strides toward its goal of reducing support tickets by resolving common enquiries with Zendesk AI. Data from January 2024 shows a 28 per cent reduction in ticket numbers from the previous year, and the average number of agents involved has decreased from 1.5 to 1.2. Customer satisfaction is already at 98 per cent.
Speaking of the instant value and impact Zendesk AI has brought to InExchange, Andersson says, "Zendesk AI is an incredible solution that enables faster and more accurate answers to the questions our customers might have. It also increases the possibility for automation and efficiency."
