Case Study: KOHO (mobile financial services) achieves streamlined customer support and improved call efficiency with Aircall

Aircall Helps KOHO Simplify Online Banking

KOHO is a Canadian mobile-only financial services app that offers an alternative to traditional banking. Faced with high support volumes—agents were handling 30–40 calls a day on a single office line—and the need for more personal, bilingual customer conversations, KOHO needed a scalable, easy-to-manage phone solution that supported one-on-one coaching and distinct English/French workflows.

KOHO implemented Aircall’s IVR, round‑robin routing and a second IVR tree for bilingual support, and used Aircall’s native Intercom integration for automatic call logging. By adding custom tags and reporting, the team can categorize and analyze call types, resolve issues faster, prioritize fixes for the product team, and spend more time building customer relationships.

Koho

Parween Mander

User Success Team Lead