Case Study: PalmPay achieves faster resolution and higher CSAT with Sobot

Palmpay - Customer Case Study

Palmpay, a leading African fintech company, faced significant customer service challenges. Their support team was overburdened with simple queries, causing long wait times for customers with urgent issues. The need for customers to repeatedly provide information further deteriorated the service experience. To solve these problems, Palmpay partnered with Sobot.

Sobot implemented its omnichannel customer service software, featuring an intelligent chatbot, a stable call center, and an advanced ticketing system. This solution provided a unified view of customer interactions, enabled faster and more accurate automated responses, and improved call stability. The partnership resulted in a 45% reduction in resolution time, a 92% customer satisfaction (CSAT) score, and a 20% overall cost reduction for Palmpay.

Palmpay