Case Study: Bitwala achieves 76% self-service and 24% fewer calls with Solvemate

How Bitwala is disrupting the banking industry while keeping its inbox empty

Bitwala, a Berlin-based FinTech start-up that connects everyday banking with cryptocurrencies, faced a rapid influx of tech‑savvy customers, a growing backlog of requests and the need to scale onboarding and referral support while keeping a lean team. To solve this, Bitwala deployed Solvemate’s chatbot solution — “Lola” — to provide an intuitive, always-on support channel that complemented their regulated banking operations.

Solvemate’s Lola delivered the same help‑center content in a conversational flow (and integrates with Zendesk), handling about 1,000 conversations per month and emptying Bitwala’s inbox for the first time in nearly a year. The deployment boosted self‑service to 76% and CSAT to 72%, cut first response time by 16%, average resolution time by 21% (about seven hours faster full resolution) and reduced call volume by 24%, demonstrating clear measurable impact from Solvemate’s solution.

Bitwala

Julian Schaps

Head of Customer Service