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Lydia is a mobile payment app used widely in France — over 30% of French people between 18 and 30 have a Lydia account. Beyond peer-to-peer payment, the app allows users to monitor their bank accounts, make bank transfers, and create shared accounts, among other things. The entire Lydia team uses Front to manage customer communications — which when it comes to requests about finances, can often be urgent or stressful conversations.
Lydia is growing quickly, adding an average of 4,000 users a day. Because of this rapid acceleration in growth, which began at the beginning of 2020, coinciding with a large B-series funding round, the company also accelerated hiring. As a result, processes that worked early in the company’s growth were no longer able to keep up.
Prior to Front, Lydia relied on Zendesk for all customer support services and used Slack to ping teammates for help and for case escalation. But as a pure ticket management software, Zendesk was limiting, and while Slack works for some communication, it made it hard to escalate emails and tickets to other teammates. The Lydia team needed a solution to easily share emails for collaboration, quickly escalate cases, and get help from other teammates in a timely manner.
Now, Front serves as the backbone of Lydia’s communications. All 138 teammates across three teams use Front as part of their daily workflow, which has allowed them to dramatically increase their customer satisfaction rate and boost their KPI metrics.
The team uses Front’s shared inboxes for every inbound message (about 30,000 per month). Using Front’s rules feature, messages are auto-tagged based on email address. Then, using Front’s API, additional tags are auto-added based on the content of the email. A final manual review for emails that don’t fall into the standard categories allows teammates to add any other necessary tags. This allows the team to prioritize messages and address urgent issues immediately.
Guillaume Poirier, VP of Customer Care at Lydia, explains the main benefit of auto-tagging by saying, “We save a lot of time using rules and auto-tagging over having to look at every message and manually add the tags we need.”
Another timesaver has been the way the Lydia team uses Front’s native canned responses feature in combination with TextExpander. The team has created over 200 canned responses based on an analysis of their message history, allowing them to send very specific, relevant responses that are further customized using TextExpander snippets. This process has significantly sped up the time it takes teammates to compose a message — without losing the personal feeling they want to prioritize as a brand, which is especially important when customers are frantic about a money-related problem.
Further speeding up this process is the creation of standardized decision-trees for each category of message. Pulling up the relevant decision-tree allows a teammate to quickly determine the action that needs to be taken and ensure that every customer receives a consistent experience.
What we want customers to come away with is confidence that their issue will be addressed quickly and completely. Using Front, we’re able to speedily communicate both within our individual teams and with our operations and tech teams when cases need to be escalated. This has allowed us to solve issues much faster.
— Guillaume Poirier, VP of Customer Care at Lydia
Front’s collaboration features that replaced Lydia’s old Slack communication method have proven invaluable to the team. Poirier, who leads the Support and Know Your Customer (KYC) teams says, “What we want customers to come away with is confidence that their issue will be addressed quickly and completely. Using Front, we’re able to speedily communicate both within our individual teams and with our operations and tech teams when issues need to be escalated. This has allowed us to solve issues much faster and improve our response time, leading to a customer satisfaction rating of 9 out of 10. We’re proud of that.”
Even as the team has transitioned to remote work, they haven't missed a beat. Poirier says that's thanks to the solid communication processes they've set up that have allowed them to continue working smoothly from anywhere.
As with all customer support teams, Poirier’s team has had a goal of improving their response time to customer messages as part of boosting customer satisfaction. Over the last year using Front, the Support team has been able to reduce response time by 67% on average.
My team is happy to work with a tool that’s so efficient and helps them perform at a much higher level. And it has a great UX that makes it easy to use.
— Guillaume Poirier, VP of Customer Care at Lydia
Poirier shares that he checks Front’s analytics at least once a day, sometimes more. He’s excited about the improvements his team has been able to achieve using Front. And using Front’s analytics and an API connecting NiceReply, the team continues to track quality and speed metrics and seek feedback from customers via surveys, aiming for even greater improvement. Poirier shares, “My team is happy to work with a tool that’s so efficient and helps them perform at a much higher level. And it has a great UX that makes it easy to use.”
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