Helping SI VALE boost customer service levels

We were happy to partner with Si Vale to find new ways to lower cost while also improving customer service levels.

CHALLENGE

Fast growth often brings new challenges. Si Vale customers in Mexico were generating a tremendous amount of calls to the customer care 1-800 number. This activity spiked every payday to check their pantry voucher balance. Customers were spending 6.7 minutes on average, with the IVR system in every call. Operational costs were also negatively impacted, and customer wait time increased. How do we improve customer experience and simultaneously reduce costs?

SOLUTION

We built an easy to manage text messaging solution for Si Vale. Customers loved it because they can text their voucher card number to a short code to quickly see their balance in real-time. Why did we suggest using text in the app age? Si Vale has huge penetration in all market segments, and texting allows mobile interaction with no smartphone or internet required.

SI VALE customer service

Customers can also register their cellphone number as a trusted device online. So, their phone number can be associated with their account, and there is no need to text their card number anymore.

In one of our innovation workshops with Si Vale, we discovered that there are multiple customers within the same household. This meant mom and dad worked and received their pantry vouchers separately. They both spent card balances, but without being able to share or exchange their balance. Indeed, this was the root cause for the majority of the 1 800 calls.

We enabled customers to do transfers among their Si Vale cards using text messages.

Customers only need to text the ‘transfer’ the amount and the recipient card number.

Artificial intelligence identifies the amount and the card specified in the text so customers can send a text naturally.

Thanks to PCI compliance and seamless integration, customers can transfer their balance from one card to another immediately. Ultimately, all parties we excited to see SI VALE customer service improved.

IMPACT

82% cost reduction in IVR expenses

100K+ pantry voucher balance transfers monthly

Happier customers & operational cost spikes removed