How TransferGo gave European customers best-in-class speed and value

Highlights

• 54% fully automated chat conversations in English between September and December 2021
• A 61% automation rate for Russian-language queries
• Additional support in Polish, Turkish, Lithuanian, Romanian, and Ukrainian

The Customer: TransferGo helps people send money home in minutes

Few services are as crucial as financial transactions, and TransferGo offers international money transfers in under 30 minutes. Founded in 2012, TransferGo is a rising fintech star: They’ve partnered with 30 banks to date, and were recently named “one of the 5 hottest scale-ups in the UK” by the TNW (The Next Web) website.

A considerable part of TransferGo’s customer base uses their services to send money to their home countries from abroad. This makes multilingual customer experiences crucial to TransferGo's success—which is additionally based on speedy, responsive and targeted support, 24/7.

And they’re key aspects of the brand identity and promise, underlined by a Trustpilot rating of “excellent”.

“We just wanted to make sure our customers don’t wait when they don’t need to wait,” says Povilas Ciuplys, Chief Customer Officer at TransferGo, when describing why his team decided to get started with multilingual automation. This was particularly true for classic self-serve intents such as changing names, addresses, or phone numbers that a virtual agent can handle securely and reliably within seconds. Povilas also believes that the key to a good customer experience is a good employee experience.

Within their first months online, TransferGo fully automated 54% of their 2524 English-language chat conversations between November and December 2021. Additionally, they achieved a 61% automation rate for Russian queries, which actually make up the most messages received by the virtual agent overall: 10,604 in the 3rd quarter of the year.

It helped that Ultimate’s automation platform is entirely no-code, eliminating any barriers for non-technically trained staff to get started with it immediately: "The whole platform is incredibly user-friendly. It's easy to understand what each tab means and how it provides value for us. It’s also easy for new joiners to learn how to use the multilingual tool," recounts Iveta Liaudanskaite, Senior Customer Support Specialist at TransferGo.

The Success: A golden triangle of happy staff, speedy service, and satisfied customers

Automating classic self-serve issues and repetitive queries in over five languages helped TransferGo deliver on their brand promise, provide fast and high-value support, and keep up the support team’s morale.

But besides the powerful, multilingual, and easy-to-use AI, what ultimately drove TransferGo's success was theirs and Ultimate’s shared philosophy of using automation support for their inquiries to maximize value for their customers, rather than deflect at all costs.