Case Study: Xapo achieves 90%+ self-service answer rate with Inbenta's Self-Service tools

Xapo - Customer Case Study

Xapo, founded in 2012, builds secure bitcoin storage solutions—a convenient wallet and a locked-down vault—and serves customers who need both specific technical support and educational resources about the industry. To reduce repetitive support load while letting users still submit tickets when needed, Xapo needed a smarter way for people to find accurate answers on its support site.

Xapo implemented Inbenta’s Self-Service tools, which use semantic search to match questions to existing FAQs rather than relying on simple keyword matches. The solution delivered fast, relevant answers on the support page and has helped over 90% of incoming users find what they need, while Inbenta’s responsive team continues to support Xapo’s complex customer needs.

Xapo

Fernando Gouveia

Director, Business Development