SimplyPayMe
CASE STUDY

About SimplyPayMe

SimplyPayMe is a global payments company that offers businesses a full mobile payments infrastructure.

Voice is important when it comes to emotional and complex questions, like finances. So SimplyPayMe wanted to offer their customers an option to call them.

SimplyPayMe chose Cordless as their telephony solution for customer support because Cordless met a few essential criteria:

• Reliability and ease of use. Supporting customers over the phone can be a stressful job, and the agents need to know that the telephony platform works for them, not against them.
• Intercom integration. SimplyPayMe wanted to track all customer interactions in one place. This way the agents can work off one queue and avoid switching tabs. Having all customer conversations in one place is also crucial from the compliance perspective.
• Call transcripts. To allow SimplyPayMe not just to track all customer interactions in one place but the content of these interactions as well.

SimplyPayMe was keen to choose the best tool for each support channel. That’s why they decided to use Cordless for voice and Intercom for their text communications. However it’s crucial that customer information doesn’t get lost between the two tools and Cordless could offer just that.

With Cordless-Intercom integration SimplyPayMe now have:

• Conversations in Intercom with the call details to track everything in one place
• An ability to call back easily from the Intercom conversation
• Voicemail transcripts and links to recordings within Intercom
• Contact lookup in Intercom from Cordless

SimplyPayMe operates in a regulated industry. So it’s important for them to document interactions with customers and be compliant.

Cordless automatically transcribes all calls and voicemails. This is useful for SimplyPayMe as they can look up particular issues using keyword search or read through a transcript rather than listen to the whole call recording. Transcriptions enable SimplyPayMe to document all customer communication should they need it for compliance.

Cordless voice builder allowed SimplyPayMe to set up customer greetings, collect voicemail and let customers know when the team is able to pick up.

Cordless voice builder is visual and flexible, so SimplyPayMe can make changes to their customer journey quickly and easily without any technical knowledge or training.