How to scale customer support in the AI era, with Zendesk + HyperJar
Science & Technology
Introduction
In today’s rapidly evolving business landscape, customer experience (CX) is more crucial than ever, especially in the fintech sector. At HyperJar, a spending super app designed to help users control and manage their spending, prioritizing customer satisfaction has been a foundational element of success. With significant increases in customer queries during the COVID-19 pandemic, HyperJar's customer service strategy needed to adapt quickly.
The Journey
Jake, the Zendesk System Manager at HyperJar, shared insights about his unique journey within the company—from starting as a customer service agent to overseeing the entire Zendesk environment. His experiences on the frontlines have shaped his approach to managing customer queries and enhancing service quality.
Recognizing the importance of feedback, HyperJar continually tracks customer satisfaction (CSAT) metrics and utilizes a robust feedback loop to identify areas for improvement. As Jake noted, they respond to customer reviews quickly, using those insights to implement changes that enhance the customer experience.
Managing Increased Demand
As HyperJar's customer base grew, so did the volume of inquiries. From approximately 200-300 chats a day in January 2022 to between 500-700 chats daily, Jake's team has had to maintain exceptional service standards despite the increased demand. Maintaining this level of service amid rising volumes requires a continuous commitment to customer centricity and effective use of technology.
For HyperJar, the integration of AI has been pivotal. They adopted an AI-powered chatbot, aptly named HBot, to handle basic queries. The bot allows human agents to focus on more complex inquiries, improving efficiency and customer satisfaction simultaneously. Implementing a system that invites customer input ensured that contact with the bot felt more personal rather than robotic, which mitigated the fear often associated with AI.
Feedback-Driven Evolution
The involvement of customer service agents in shaping the chatbot's responses has generated a collaborative environment, making the team feel engaged and heard. Following the bot's implementation, it has garnered positive interactions, with customers now more open to engaging with technology.
Jake also emphasized the significance of community learning, staying connected with other Zendesk administrators via online forums, WhatsApp groups, and other platforms. Not only does this broaden his knowledge, but it also allows HyperJar to stay ahead of industry trends, particularly as messaging platforms become a significant avenue for customer service.
Future of CX in Fintech
In the regulated fintech space, customer experience remains a distinct differentiator. With customers expecting quick resolutions, HyperJar is aware that even a minute waiting for a response can feel lengthy. The emphasis is always on delivering the fastest and most satisfying service possible.
The future for HyperJar lies in exploring the potential of messaging services, which may well succeed live chat formats by allowing customers to send in queries without waiting for an immediate response. Experimentation in a sandbox environment minimizes risk while crafting a strategy to elevate CX.
By putting the customer at the core of every decision, HyperJar aims to treat every customer—no matter how seemingly insignificant—as if they were a CEO, recognizing the value each interaction holds.
Keywords
- Customer Experience (CX)
- HyperJar
- Zendesk
- AI chatbot
- Customer Satisfaction (CSAT)
- Feedback Loop
- Fintech
- Messaging Services
FAQ
1. What is HyperJar?
HyperJar is a spending super app that helps users organize, control, share, and get rewards for their spending.
2. How has HyperJar's customer query volume changed?
Increased from about 200-300 chats per day in January 2022 to 500-700 daily chats currently due to the growth in their customer base.
3. What is the role of AI in HyperJar’s customer support?
HyperJar uses an AI chatbot (HBot) to manage basic customer queries, allowing human agents to focus on more complex issues.
4. How does HyperJar ensure customer feedback is acknowledged?
HyperJar tracks customer satisfaction metrics closely and utilizes a feedback loop to continuously improve services based on customer input.
5. What are some future considerations for HyperJar in enhancing CX?
HyperJar is exploring the shift to messaging services to allow customers to send inquiries without waiting in the queue for live interactions.
