Customer Service Manager, Pockit
Pockit at a glance
Easy-access digital financial services provider, offering prepaid cards, current accounts, mobile-first service, and more.
After launching in 2014, the UK-based fintech had gained over 500,000 customers by 2020.
The support team
A team of 35 support agents handle the 1,000 emails that Pockit receives on a daily basis.
Pockit supports their customer base via email, web chat, and in-app chat.
Customers were left waiting — as agents struggled to clear a massive backlog of ticket requests
Automated ticket support and a seamless integration with their CRM platform, Zendesk.
Getting started with Ultimate
When Pockit first reached out to us in 2021, they had just moved from London to Newcastle and recruited an entirely new team customer support team. The team's first task? Tackling a 17,000 email backlog — the fallout from a forced two-month hiatus on all transactions due to complications with a third-party supplier.
Pockit chose Ultimate based on its unparalleled onboarding process and proven track record of integrating with Zendesk Support. Throughout the onboarding process, Ultimate’s Customer Success team ran training sessions, provided updates, and regular check-ins.
AI use case spotlight: driving down handling times
- Because of issues with a third-party provider, Pockit had accumulated a massive ticket backlog of 17,000 emails. This was affecting handling and resolution times and impacting CX.
- With Ultimate's ticket automation solution taking care of repetitive incoming inquiries, Pockit was able to clear 95% of this backlog in just 2 months.
- Handling times have dropped from several weeks to under 48 hours — and Pockit's support team are now automating 12,000 emails each month using 37 intents.
The success story
Ultimate’s solution costs less than one monthly salary and produces 3.5 times higher output than a human agent.
With a virtual agent taking care of common queries, handling times have dropped from several weeks to under 48 hours.
Pockit knows their team can easily manage any future spikes in customer contacts, without sacrificing CX.
Their virtual agents sits right inside the Zendesk ecosystem, allowing Pockit to maximize the value of all their support tools.