Client: FastFunds, a U.S.-based fintech startup offering instant microloans.

Challenge:
FastFunds experienced explosive growth during Q3 of 2024, onboarding over 50,000 new users in just three months. While their platform handled the demand, their in-house support team couldn’t keep up. Wait times ballooned, customer satisfaction dropped, and app store reviews reflected the struggle.

Solution:
FastFunds partnered with our BPO team to rapidly scale their customer support operations. Within 30 days, we onboarded and trained a dedicated team of 30 agents with experience in financial services and customer support. By integrating with FastFunds’ CRM and chatbot system, we provided seamless omnichannel support across email, chat, and phone.

Results:

• 67% reduction in average response time
• 94% customer satisfaction rating after just 6 weeks
• 40% improvement in first-contact resolution
• App ratings improved from 3.8 to 4.5 stars within 2 months

Client Quote:
“The speed and quality of support this team brought in were game-changers for us. It allowed us to focus on innovation without compromising customer trust.”
– Sarah Kim, COO, FastFunds