How Truely responds in 25s across 11 channels

As a dynamic eSIM provider with a global team spread, Truely’s crew works around the clock across different time zones and seasons. Their global operations drive their mission: Truely makes travelling easier and keeps customers connected, no matter where they are.

Challenge: handling worldwide customer contact

Taking care of customers on holiday isn’t easy. The team has to respond quickly and clearly to ensure any communication issues don’t disrupt trips.

Handling customers from all over the world, in different time zones and languages, is challenging, especially with so many contact moments. From social media to WhatsApp, the team doesn’t want to spend time hopping between platforms. They want to work as efficiently as possible.

After checking out a few customer engagement platforms, the management team focused on a few criteria: great value for money, an easy-to-use dashboard with advanced reporting to monitor KPIs, great customer support, and a solid help centre platform. They aimed to find one platform that ticks all of the boxes.

That’s when they discovered Trengo.

Solution: Multichannel inbox

Since Trengo was the first customer engagement platform they’d used, they wanted to establish a strong foundation for the team.

Support for Truely’s team

They decided to take advantage of the 90-day onboarding programme add-on. During that time, they set up their Trengo account, connected all their channels and integrations, and ensured the team had the right training.

The multichannel inbox lets team members tag and assign tasks to colleagues in other regions seamlessly. Plus, they use the inbox for centralized communication, making team members more efficient.

Support for Truely’s management

Even though the management team isn’t directly involved in customer conversations, they closely monitor KPIs like first response time, average conversations per team member, and resolution time.

With Trengo’s dashboard and reporting abilities, they can now make data-driven decisions as the team grows.

Support for customers

The team set up their help centre in Trengo, and it’s been a game-changer. Truely’s customers can easily access articles on the go, whether they need help with setup, troubleshooting, or manual installation. This way, customers can find their needs without flooding the team’s multichannel inbox.

Getting support from Truely is easy and accessible across different channels— crucial for travelling customers.

Result: effective collaboration and fast response time

The team is working super efficiently by connecting all the channels together, with an average first response time of just 25 seconds.

The management team is also satisfied, knowing that Trengo is reliable and stable and provides the support the team needs. They love having a centralised view to monitor performance and easily access customer conversations to improve their service.

On average, 48**%** of customer questions that come through WhatsApp get resolved within 15 minutes by the team.