Case Study: Norwegian Block Exchange resolves 90% of inbound customer enquiries with Kindly AI chatbot

How Kindly Manages 90% Of NBX’s Inbound Customer Support Enquiries

The Norwegian Block Exchange (NBX) faced a surge in customer support enquiries that was too great for their call center to handle alone. They needed to automate support and more effectively guide new users to complete their first deposit and purchase of cryptocurrency. To meet this challenge, they turned to Kindly for its conversational commerce solutions, including an AI-powered chatbot.

Kindly implemented an educational chatbot and conversion optimization tools to manage NBX's customer onboarding. The solution successfully handled approximately 90% of inbound support enquiries and helped NBX achieve a 15% increase in resolved support tickets. Furthermore, data insights from the Kindly chatbot led to UI/UX optimizations on the NBX platform that successfully routed more customers to complete deposits.

Norwegian Block Exchange

Thomas

Customer Experience