Developed by our partner Sanuker
The renowned international money transfer service provider enhances its communications with a FAQ chatbot.
Engagement rate from users
The number of FAQ incoming enquiries before being escalated to CS team
Sales leads conversion from WeChat
WorldFirst was born back in 2004 by two innovators in a South London basement armed with ten years of banking experience, an entrepreneurial spirit and a desire to provide customers a real alternative to the big banks in foreign exchange.
What did WorldFirst need?
An Accessible Communications Channel
What was the solution?
Building a Chatbot to Handle Enquiries
For existing WorldFirst account holder, they will be redirected to customer service officer, while for potential customers, the sales leads will be escalated to the sales team that are categorised by region.
All types of live chat request will be aggregated to Teamwork app used by all live chat agents. The agents will answer in Teamwork and their replies will be sent to users in WeChat directly. Furthermore, any live chat request can be transferred between CS team and the sales team to follow-up.