Case study: Tilopay

April 20, 2023 2023-04-20 11:27

How Tilopay reduced number of support tickets by 91%

By using just one platform, Tilopay was able to cut costs, improve its support strategy and increase product usage

Industry

Fin Tech

10/10

NPS Score

Support tickets

Reduced by 91%

About Tilopay

​​We are a payments facilitator, enabling merchants from CAM / CAR to accept payments on all the most popular platforms such as Shopify, WIX, WooCommerce, etc, and we have been using FROGED for around 3-6 months.

Company size

1-10

Location

Costa Rica

Use case

Boost Onboarding & Engagement and Offer proactive Support

Plan & Tools

Scale: Product flows, NPS, Support, Inbox, Email automation

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Tilopay Case Study Q&A

How is your team, or other departments, using FROGED??

We have seen a significant improvement in our customer support metrics. Since implementing FROGED, we have reduced our number of support tickets by 91% (we went from 60 tickets in one month, to 5) and we have also managed to make the support team more agile, with 1 less support agent dedicated to answering tickets. Not only does our customer success team use FROGED, but our commercial team has found it useful as well, as they have been able to use the integration with WhatsApp to convert more leads, and…

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About the Author

Henry has almost 2 decades of experience in the local and international Internet services industry, and he has participated in advisory projects, consultation, development, marketing, trade and quality assurance of Internet presence. He also has extensive experience in project management, digital production, IT systems administration and social media.
Henry Nanne Chief Technology Officer at Tilopay

About FROGED

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