Case Study: Iscential Scales Customer Support and Frees Internal Teams with SupportZebra

Iscential scales support for thousands of monthly inquiries with SupportZebra

Iscential, a high-growth financial technology platform in the financial services industry, faced increasing pressure on its internal support teams due to high volumes of routine customer inquiries. This prevented their specialists from focusing on more complex cases. They partnered with SupportZebra to expand their support capacity, improve response consistency, and maintain a high-quality customer experience without simply increasing internal headcount.

SupportZebra implemented a dedicated Tier 1 customer support team to handle a wide range of services, including card services, fraud review, transaction support, and omnichannel customer interactions. This solution freed Iscential's internal teams to concentrate on specialized work and escalations. The results included expanded support capacity, consistent handling of high-volume inquiries, and the creation of a scalable, long-term operational partnership that balanced efficiency with an exceptional customer experience.

Iscential