Xendit is building trust in fintech with exceptional customer service
Xendit, a B2B payment gateway, began using Zendesk to replace its legacy, manual customer support ticketing system. Through an omnichannel strategy, the fintech company not only builds trust in a growing sector where ease of use, security and customer satisfaction are critical but also has seen great results: a record CSAT of 94 percent, a 112 percent increase in agent productivity, and a help center whose views have almost tripled.
“Zendesk has been extremely helpful in ensuring our customer service operations meet our high standards. It’s about answering customers immediately with quality information. The more we grow, the more we will need solutions like Zendesk to scale with us.”
Customer Success Manager - Xendit
“Our customers are Xendit’s extended family—we care about looking after them well. With Zendesk, we have been able to adapt as we grow, putting a focus on customer experience and continuing to build trust and loyalty.”
Customer Success Manager - Xendit
Employees
500
Support Agents
64
Tickets per month
10,000+
94.3%
CSAT
<0.5 hours
Average time to first reply
112%
Increase in productivity
293%
Increase in help center views
Trust plays an essential role in the fintech sector, particularly in Indonesia, where the internet economy is one of the largest and fastest-growing industries in the region. Companies like Xendit have had to grow alongside this demand. Headquartered in Indonesia, Xendit enables businesses to accept payments through multiple channels – credit and debit cards, e-Wallets, bank transfers, and retail outlets – with a single integration, and through APIs.
“We are essentially a B2B financial technology that supports our clients with payment solutions. We have been helping to shape the next generation of scalable businesses in the region and we aim to address and propel digital transformation with an accessible, reliable platform that helps our clients to scale,” said Eureka Cindy Pratiwi, customer success manager at Xendit.
Overhauling legacy systems and fast implementation for better support
As the company grew, Xendit had to quickly adapt and put a spotlight on the customer experience to ensure the business was able to handle the ever-increasing volume of tickets. But up until 2017, the company was using spreadsheets to manually track and create tickets for customer enquiries and support.
“Everything was manual, so it took a lot of time for a customer service agent to create a ticket, track it via our spreadsheets, and then go back and forth with the product team to support our customers. As the company grew, the number of customer enquiries also increased, and we realized that we needed a better solution to not just manage tickets but also to record our performance, capture feedback, and analyze our performance,” said Pratiwi.
After researching multiple solutions, Xendit chose to partner with Zendesk based on its flexibility and ease of use.
“The process of onboarding with Zendesk was easy; we didn’t even need a lot of support to guide us to integrate initially. But as we grew and the requirements of our customer support and product team also evolved, we would touch base with Zendesk more regularly. It’s the most flexible platform and it provided us with the most options for our needs,” said Pratiwi.
Faster responses, higher trust
Xendit strives to provide the best service to the businesses it supports. As the global COVID-19 pandemic progressed in 2020, the company was in a good place to provide support and quick response times to its customers.
“Being in fintech, the relationship between us and our customers is everything – we must ensure that we gain and keep that trust. Part of this is being able to help them when they need it and address their issues, and Zendesk has been most helpful to enable us to do this. Beyond tracking tickets, it’s providing us with data and analytics so we can provide exceptional service,” Pratiwi added.
Forums, live chat, real-time support, and Zendesk features that provide better visibility to manage tickets have helped Xendit set its agents up for success in their roles. Macros helped remove the need to create communications from scratch with prepared responses and actions, and the integrations with internal communications channels like Slack mean agents can quickly escalate tickets or gather more information from other applications or business teams. This resulted in a 50 percent reduction in average resolution time since May 2020. Additionally, the insights gained from analytics has helped Xendit improve agent productivity by 112 percent in a span of 14 months – even as tickets spiked during the pandemic.
Connecting to customers through WhatsApp
Messaging has also become a key component of Xendit’s support strategy, given that WhatsApp is one of the top messaging platforms across Indonesia. Despite live chat being the top contributor of Xendit’s tickets, the company listened to its customers’ demands for WhatsApp. However, prior to implementing the WhatsApp API through Zendesk’s Sunshine Conversations, the process of handling tickets via WhatsApp was entirely manual, where agents had to copy and paste customers’ WhatsApp messages into the Zendesk ticketing platform. This left managers like Pratiwi with no reliable way of tracking the team’s performance.
“Having enabled Zendesk’s WhatsApp API as a channel, we are able to handle the enquiries much faster and with less mishandling, keeping our customers happy,” explained Pratiwi.
Xendit’s customers are pleased with the support they are receiving. The company’s CSAT is currently at 94% across an average of 10,000+ tickets per month, and the average first reply time is under 30 minutes. This strong support equals strengthened trust between Xendit and its customers.