intelligent
// SCALING UP //
ROM A PEER-TO-PEER
F financial lending start-up in 2016 , KoinWorks has grown to become the first credit-led Micro , Small and Medium Enterprises ( MSMEs ) neobank in Indonesia with more than 2.5 million users .
Naturally , the neobank saw an explosion in customer queries , handling some 28,000 of them across multiple channels between 2021 to 2022 alone .
To maintain high-level customer satisfaction and retain momentum , KoinWorks turned to Freshdesk Omnichannel as a quick and efficient solution .
The Freshdesk platform enabled the KoinWorks team to provide a truly omnichannel experience – allowing customers to engage with the neobank in their preferred method without compromising response time and customer satisfaction .
“ We typically interact with our customers through phone calls and live chat apps such as WhatsApp and social media ,” said Dimas Mohammad Wibowo , Customer Experience Product Manager , KoinWorks .
“ We wanted a system that unites all our support conversations so our agents can handle the large volume of queries coming in more effectively and efficiently and
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