Industry
E-wallet Payment SystemCompany
SolidTrust Pay is an e-wallet payment system that supports companies needing both to receive payments from, and pay out. SolidTrust has grown to encompass every country in the world.
Location
Global
Key Features
SolidTrust Pay’s Challenge
SolidTrust Pay is an e-wallet payment system that supports companies needing both to receive payments from, and pay out. SolidTrust has grown to encompass every country in the world, offering its merchants and members the necessary flexibility including transactions by card products, bank transfers, bank wires, real time online banking and cheques.
As their business expanded globally, SolidTrust Pay faced increasing customer support demands. They needed a more modern software solution that could handle their growing ticket volume while providing comprehensive features including chat, tickets, and a knowledge base.
'Switching to LiveAgent has been a major step forward."
SolidTrust Pay + LiveAgent
SolidTrust Pay was looking for a more modern software that was able to meet the demand of their ticket volume and provide all of the features they were looking for – chat, tickets, and a comprehensive knowledge base. In researching their options, they found LiveAgent to provide all of the features they were looking for, along with some new and exciting features for a great price. They were also pleased that they were able to contact LiveAgent support 24 hours a day.
What Has Changed After Implementation of LiveAgent
“We now have a complete support center integrated to our site. We are also able to receive voice calls directly from our support center. Customers are now able to create their own support account to view/manage their own tickets quickly and easily.”
The implementation of LiveAgent transformed SolidTrust Pay’s customer support operations by providing a centralized platform for managing all customer interactions across multiple channels.
Most Favorite Features
SolidTrust Pay’s team particularly appreciated several key features:
Detailed Agent Reports - The team enjoys the detailed, current agent reports. Supervisory staff enjoy being able to see each agent’s productivity at all times, enabling better performance management and resource allocation.
Personalized Customer Profiles - Customers are able to create a support profile of their own including a photo of themselves – this has allowed SolidTrust Pay to create a more personal contact with their clients, fostering stronger relationships and improved customer satisfaction.
Built-in Translation - The team also enjoys having the option to translate tickets within the system rather than having to copy and paste the ticket body to another online translator. This streamlines the workflow and enables faster support for their global customer base.
Customers’ Feedback
SolidTrust Pay’s support staff particularly values the Reward/Rebuke feature. Being rewarded by customers has been a definite factor in employees feeling appreciated by customers. Additionally, being able to see negative comments has allowed staff to identify areas for improvement and enhance their service quality.
SolidTrust Pay’s Goals
STP’s goals are to provide fast, efficient, and comprehensive support to their customers and also to ensure a positive user experience while they browse their knowledge base articles or require agent assistance.
'Receiving customers' feedback is crucial, if we want to succeed.'
By implementing LiveAgent, SolidTrust Pay has successfully created a modern support infrastructure that enables them to deliver exceptional customer service across their global payment platform, supporting their mission to provide seamless transactions and reliable support to merchants and members worldwide.
