Case Study: Oxygen achieves faster support and stronger CX with Ubiquity

How to build multichannel infrastructures for challenger finserv brands

Oxygen, a challenger bank for the gig economy, faced fierce competition in the digital banking space and needed to build a robust customer support infrastructure to captivate and keep customers prior to its launch. The company engaged vendor Ubiquity to help refine its mobile app and develop a multichannel support framework to anticipate and quickly respond to customer needs.

Ubiquity implemented a comprehensive strategy that included mapping the customer journey, developing processes and policies, and providing ongoing live voice and chat support. The solution involved in-depth analysis of numerous customer scenarios and a unique approach to live chat that treated conversations like a continuous text thread for better context. As a result, Oxygen achieved a 33% faster average handling time than its goal, 93% quality scores across channels, and a 94% first call resolution rate, all contributing to its significant growth.

Oxygen

Hussein Ahmed

Founder and Chief Executive Officer