Taptap Send is a quick and affordable money transfer app. As its international user base grew, the company faced challenges managing a rising number of customer inquiries, supporting a diverse audience, and maintaining high customer satisfaction. They needed an efficient, multilingual solution to keep up with their global growth.
We partnered with Taptap Send to create a customized customer experience management (CEM) solution. Here’s how we supported their growth:
Scalable Contact Center: We started with a 14-seat contact center in January 2023 and expanded it to over 100 seats to match their rapid growth.
Omnichannel & Multilingual Support: We provided seamless support across calls, email, and social media in 7 languages—English, French, Spanish, German, Portuguese, Wolof, and Twi.
Workforce Management: We optimized staffing to meet call volumes and customer needs, ensuring quick response times and agent productivity.
Quality Assurance: Through call monitoring and coaching, we maintained service excellence and consistently met SLAs.
Together, we enhanced customer satisfaction and supported Taptap Send’s global success!
Our efforts boosted Taptap Send’s customer support and overall success:
Increased Customer Satisfaction: Through proactive, multilingual support, we helped Taptap Send achieve improved customer satisfaction scores, ensuring users felt supported and valued.
Seamless Scalability: Our flexible solution enabled Taptap Send to grow with its expanding customer base while maintaining top-notch service quality—setting the stage for long-term growth.
Let’s Make It Happen