Bankly achieved 85% CSAT ratings using Simpu's Inbox

Challenge

Bankly, a financial services company that provides affordable and accessible banking services to rural and low-income communities in Nigeria, was steadily growing its customer base and reached over 500,000 customers within a short period of time. They were thrilled about this growth but it became harder to manage all the customer inquiries and support requests coming in from different channels like phone, email, chat, and social media.

The team suspected that they could no longer keep using different tools to manage each channel, which led to inefficiencies and a lack of visibility into customer interactions. Bankly soon realized that they need a way to improve the customer experience in order to provide their customers with the adequate support they need. Rather than guessing, they make use of a tool that unifies all the customer communication channels in one place. 

Action

In 2022, Bankly implemented Simpu's omnichannel inbox to streamline its support.

Customer service success

Simpu's platform automatically routed incoming messages to the appropriate team member and sent personalized follow-up emails to customers after each interaction. This freed up Bankly's customer service team to focus on providing high-quality support and building relationships with their clients. This made it much easier for the company to respond to inquiries and support requests in a timely and personalized manner.

Simpu’s analytics and reporting capabilities allowed Bankly to track the effectiveness of its communication strategies and make data-driven decisions. This level of visibility and control was crucial for the company, as it allowed them to continuously improve the way they engaged with their customers.

Result

Prior to using Simpu, Bankly's customer service team was only able to achieve a response time of 30-45 minutes. However, after implementing Simpu's seamless onboarding process and easy-to-use product, Bankly was able to drastically reduce its response time within just two weeks. This increased customer engagement and sales for Bankly. Additionally, Bankly achieved a CSAT score of 85% within a couple of months of using Simpu's shared inbox feature."

By using Simpu's Omnichannel inbox, Bankly's customer service team was able to focus on delivering exceptional support, resulting in an improvement of their CSAT score and the establishment of strong, long-term relationships with their customers.

‍