Case Study: Ratepay automates customer service emails with melibo Ticket Automation

Ratepay automates its customer service emails with melibo's ticket automation

Ratepay, a leading payment service provider, was facing significant challenges with its manual processing of customer service emails and support tickets, which led to high support costs and a heavy workload for its agents. To improve efficiency and prepare for peak seasons like Black Friday, they partnered with vendor Melibo to implement their Ticket Automation solution.

By implementing Melibo's tailored Ticket Automation, which was integrated into their Salesforce CRM, Ratepay automated 40% of its support inquiries. This automation saved the company €2 per ticket and achieved an 85% customer satisfaction rate for the automated responses. The solution from Melibo successfully reduced the team's workload and delivered substantial cost savings.

Ratepay

Sebastian

Head of Customer Experience