Plend
CASE STUDY

About Plend

Plend is a consumer lender company on a mission to better understand people ignored or exploited by mainstream credit solutions. Plend cares passionately about creating a fairer financial future. Which is why they provide a truly low-cost borrowing solution based on real affordability.

To support this mission Plend raised £40M in investment in 2022, and is the UK’s first Pending B Corp consumer lender.

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.

Cordless allows Plend to offer phone support, ensuring compliance and without incurring significant costs.

Using Cordless’ Call Journey Builder Plend were able to quickly set up their call journey to collect voicemail and send transcripts to Intercom. This enables agents can call back with context, knowing both who the customer is and their issue.

To meet regulatory requirements Cordless stores call recordings and transcripts indefinitely, allowing Plend to access their customers’ conversation histories on demand.

To meet Plend’s need for agent seat flexibility, Cordless allows managers to easily add and remove agent seats on a monthly basis without incurring additional charges, meaning Plend can scale the team as they need to.

Plend uses Intercom as their CRM. When a voicemail is sent to Intercom, Cordless finds the customer in Intercom by their phone number and creates a conversation. This allows Plend’s agents to work from one Intercom queue for all inbound queries - chat, email and phone.

Keeping all customer conversations in one place means that Plend’s customer support is fully compliant with stringent regulations.

Cordless allows Plend’s customer support team to build and change customer call journeys in a matter of minutes.

Cordless’ Call Journey Builder is a visual editor for everything that happens during and after a call. With this, Plend can build multiple workflows quickly and switch between them in one click.

The builder helps managers understand the path of a customer support call at a glance. And it’s easy to share the up-to-date version of the entire phone support set-up with colleagues.

After recent fundraising, Plend is ready to scale.

With Cordless, Plend can be sure their phone support is agile, ready for growth and compliant with strict regulations.