Case Study: Rain (Middle East crypto platform) achieves stronger customer trust and doubles survey response rates with Medallia

How Rain provides exceptional customer experience, builds trust and client loyalty

Rain is a regulated crypto asset platform in the Middle East that enables customers to buy, sell, swap, and store 40+ crypto assets. Facing skeptical customers and a 24/7 market where first impressions can lose clients, Rain needed to build trust through exceptional, always-available human customer service and sought a partner to help automate processes and scale coaching. Rain selected Medallia and deployed Medallia Agent Connect (and the Contact Center suite) to support this transformation.

Medallia integrated Agent Connect with Rain’s tools (including Zendesk), automated service scoring and workflows, and powered “Project Humanize” to make responses more personalized and empathetic. As a result, Rain doubled its customer survey response rate, captured richer open-text feedback, improved agent efficiency and coaching, and strengthened customer trust and retention — outcomes driven by Medallia’s platform and customer success support.

Rain

Kareem Mazhar

Global VP of Customer Experience