Facts

Piggy bank

 

User

Approx. 3.5m

Piggy bank

 

Markets

160 countries, 41 currencies

Piggy bank

 

Employees

200+ (80 agents)

Piggy bank

 

Business

Fintech, international money transfer service

Piggy bank

 

Offices

London, Vilnius, Kaunas, Berlin, Istanbul, and Warsaw

Piggy bank

 

Monthly transfers

Approx. 400,000
 

About TransferGo

Money from United Kingdom to Uruguay in minutes

Daumantas, Justinas, Arnas, and Edvinas – the founders of TransferGo – wanted to make international money transfers easier, faster, and cheaper. In fact, they wanted to revolutionise the whole experience, including customer service.

The business idea was the result of quite a few frustrating encounters with banks back in 2012 when the founders were starting another business in Lithuania relying on international payments. This involved having to queue at the bank, waiting forever for the transfers to go through, and getting no customer service. But at least, the fees one had to pay for this less-than-ideal experience were immense.  

The founders' mission was to make money transfers as simple as sending a text message. Today, the TransferGo app is used by millions across Europe who enjoy the hassle-free, low-fee, high-speed transfers. Users include both individuals sending money to family and friends, and businesses.

Handling other people's money comes with a big responsibility, and trust is vital in order to succeed. Therefore, customer service has been a priority from day one at TransferGo. 

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We want our users to feel safe using TransferGo to send their hard-earned money to friends or relatives in other parts of the world. We do so by offering a superior customer service and working quickly to resolve any issues or worries people may have. For us, this includes speaking nine languages."

- Povilas Čiuplys, Chief Customer Officer, TransferGo

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Challenge

Growing pains and backlogs

A lot has happened since the launch in 2012. Back then, TransferGo struggled to find a bank to work with. Now, as fintech is a rapidly growing industry, the company has a global network comprising more than 30 banks.

Being present on many markets is part of the strategy, and TransferGo is still scaling. In some cases, new locations involve new languages for the helpful customer service agents to handle, and TransferGo's Zendesk set-up was not properly geared for this as support requests and other enquiries were being sorted and forwarded manually. A backlog developed, leading to increased response time, unorganised and neglected tickets, and dissatisfied customers.

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We really enjoyed working with the professional team at TransferGo who was referred to us by Zendesk for a solution to a high number of tickets being lost in translation. We were able to implement a new language-based routing solution, one that enables further scaling without growing pains.

– Rune Ersgard, CCO, helphouse.io

Analysis and process

Turning challenges into solutions 

Going from a single- or few-market presence to multi-market and multi-language does require different solutions and new processes.

TransferGo's primary issue of language barriers blocking the way toward excellent customer experiences was disclosed in the initial dialog and meetings. Based on the inputs from these talks, we carried out a thorough analysis of TransferGo's use of Zendesk and the set-up itself to uncover if other improvements could be made to improve the customer experience.

"The experts at helphouse.io looked at our set-up from a different angle and their highly trained eyes, which brought forward some interesting topics to consider. Their analysis and suggested solutions showed they understand our business and our needs. And the solution was even very reasonably priced."

– Povilas Čiuplys, Chief Customer Officer, TransferGo

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Solution

Bonjour, language-based ticket routing 

Having to route tickets manually is obviously a very time-consuming task, unnecessarily slowing down the response to the customers.

Triggers and various automations can route tickets in a matter of split seconds and create a workflow where tickets end up with the relevant agents immediately. Triggers can be based on customer language, time zone, specific keywords, ticket reason, response deadline, and many other factors.

In combination, Zendesk's Views tool is powerful when it comes to organising the ticket inbox, ensuring that agents see only open tickets that are relevant to them, and that urgent matters get the appropriate attention so deadlines and promised response times are met. 

In TransferGo's case, we implemented a language-based ticket routing solution working with nine different languages and room for more. The groundwork has been done for further expansions to new markets and language regions without affecting the customer service level.

Results

Keeping happy customers happy

With a CSAT/NPS score of 93%, and a Trustpilot rating of 4.8, it is evident that TransferGo has a lot of happy customers. Many of those customers highlight the great support in their feedback.

With our solution, we have provided the customer service team at TransferGo with a tool that saves the agents a lot of time. This increased efficiency, means that the company can scale in terms of customers and/or markets while keeping their customers happy.

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We needed help to maintain our high level of service, and we chose to get external help as it allowed us to focus on tasks that give our product value. Moreover, we believe that the knowhow and expertise of the team at helphouse.io ensured that we got the best possible solution for TransferGo. All along, they have been focussed on solving rather than selling, and I will not hesitate to bring them in on other optimisation projects."

– Povilas Čiuplys, Chief Customer Officer, TransferGo

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