Case Study: Payoneer achieves faster global social customer support and cuts average response time by 12 hours with Falcon.io

How Payoneer uses Falcon.io to modernize social media banking and foster business communities around the world

Payoneer is a New York–based global payments company serving millions across 200+ countries that needed to scale social customer service and community-building as its user base grew. As conversations about payments moved onto social channels, Payoneer found it was missing important feedback, struggling with multiple accounts, slow response times, and an ambition to develop a global brand ambassador program.

Payoneer adopted Falcon Social’s unified dashboard to centralize networks, assign messages to a ten-person community team, and manage its ambassador program and local events. The platform created an organized workflow, saved hours of manual triage, and slashed average Twitter response time from about 12–14 hours to roughly 2 hours—improving engagement and enabling Payoneer to grow a worldwide community of users and partners.

Payoneer

Nissim Alkobi

Director of Community