COO at BUX
Lovely Customer
Lovely Customer
Buxley is BUX's digital customer support champion. As an in-app support colleague powered by FreshChat, Buxley handles questions around for example stock market information, account issues, and investment plans. Drawing on a comprehensive FreshDesk knowledge base, Buxley can support users in multiple languages to seamlessly meet the needs of BUX's international customer base across various countries.
deflection
bots in different languages
FTE saved
Since investing is a volatile activity, customer questions fluctuate between 5,000-25,000 monthly. Buxley provides the team flexibility to handle peak inquiry periods without proportionally expanding the support team. By managing customer inquiries independently, Buxley allows BUX's support team to focus on more complex cases, improving overall efficiency. With BUX's solid support, clients can confidently begin investing on their own while still relying on BUX's high-quality service when needed.
As BUX's user base grows, so do customer inquiries. Rather than simply hiring more support staff, BUX implemented Buxley, an intelligent digital assistant within the app. Accessible through the support section, Buxley serves as the first point of contact, understanding user questions and quickly retrieving answers from BUX's knowledge base.
Equipped with up-to-date information on all products and market trends, Buxley handles routine inquiries efficiently. For complex issues requiring personal attention, Buxley seamlessly creates detailed support tickets and transfers users to human agents. This approach allows BUX to maintain high-quality customer service while scaling more efficiently than would be possible by expanding the support team alone.
Quickly accesses multiple knowledge sources to solve customer inquiries with precision.
Transfers the customer to a human agent when they feel the bot cannot sufficiently address their inquiry. This can be done via live chat or WhatsApp.
Answer customer questions in the app 24/7 in multiple languages, allowing BUX to grow its customer base without proportionally expanding the support team.
Action fulfilment and additional skills will help Buxley take over even more of the support team's burdensome tasks to empower them to focus on the more complex cases and provide their customers with top-level service.
Our vision is to create a Buxley-first support system across email and webchat, integrated with backend systems for personalized responses. This will enhance support quality and advance automated ticket handling.
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