For Plend as a consumer lender, customer relationships and trust are crucial
. They need to provide an option for customers to contact them easily and get to a resolution quickly. This means providing phone support, alongside other channels.
Not only does this put customers first, it also fulfils FCA regulatory requirements.
However, for young startups phone support can be prohibitively expensive. Like with Fronted
, staffing for variable inbound phone demand is not always feasible. They needed a phone support solution that would allow them to smooth the spikes in demand. All while maintaining customer satisfaction.
Plend required a phone support system that could adapt to their growing user base and changes in the company. They also wanted to be able to iterate quickly on how the phone line operates. Addtionally, they needed the flexibility to easily increase and decrease the number of agent seats depending on business requirements.