Case Study: Remitly reduces customer support costs and discovers 200+ issues with Spiral

Remitly - Customer Case Study

Remitly, a leading digital financial services provider, faced the challenge of manually sifting through millions of customer support conversations to identify and track issues, which was a slow and error-prone process. To quickly and automatically find problems impacting their customers, they partnered with vendor Spiral and utilized its AI-powered services to scan their Salesforce Service Cloud Live Agent chats.

Spiral automatically scanned 100% of Remitly's customer conversations, discovering over 200 unique issues. A key finding was that problems related to cash pickup were three times more prevalent than internally estimated. This insight led Remitly to implement three solutions: a new process for agent verification, self-help FAQ pages, and a new transaction status tracker product. The results included significant cost savings, a decreased contact rate for cash pickup questions, and an ROI-positive subscription with Spiral.

Remitly

Rene Yoakum

Chief Customer & People Officer