How Tomorrow & Ultimate Drove Sustainable Growth Using AI
Tomorrow’s multilingual virtual agents reduced their average handling time by 50% and reached an automation rate of 30% on all channels.
Fintech company Pockit headed into 2021 with a massive email backlog and response times spanning several weeks. Today, they are automating 12,000 emails a month and getting back to their customers within 48 hours.
Pockit is a UK fintech company that offers a range of no-frills, easily-accessible digital financial services, including prepaid spending cards, current accounts, and a mobile-first service. Launched in 2014, Pockit had gained over 500,000 customers by 2020.
In the fintech industry, accessibility is key. But when Pockit reached out to Ultimate, its team of 35 support agents was having a hard time handling the 1,000 emails they were receiving daily.
When Jamie Hopper joined Pockit’s newly formed Customer Support team in 2021, the company had just moved from London to Newcastle and recruited an entirely new team. Hopper’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 regular training sessions, updates, and check-ins.
Soon, Hopper and his team were able to automate 12,000 emails a month using ticket automation. They also leveraged Ultimate’s Zendesk integration to identify, refine, and prioritize the most frequent and significant customer intents, scaling up to 37 from only four.
Overall, Ultimate’s automated solutions produced 3.5 times more output than a human agent while implementation costs remained below one monthly salary.
Find out how Ultimate can automate your customer support.