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How does Idea Money support almost 800 customers per month thanks to CallPage?

Idea Money - logo

Idea Money

Professional services

2017

User Experience

Problem

Problem

Idea Money offers entrepreneurs an app that makes financing invoices easier and faster. The nature of the industry causes that the users of the application may have questions regarding the tool features, or related to financial topics. Therefore, it is very important to provide them with high quality customer service. The company was looking for a tool that would reduce the waiting time for contacting an advisor. All this to take care of their customers and build a lasting relationship with them. CallPage widget, which enables customers and potential clients to contact the company even in 28 seconds, met this challenge and proved to be an ideal solution for Idea Money.

Solution

Solution

Idea Money uses CallPage in its app for business clients called IdeaFaktor24. After logging into the app, customers can contact the company's consultant using the plugin and select the department they want to connect with. When the customer provides their phone number, the company's consultant connects with them automatically within 30 seconds. Each month, about 800 people choose this form of contact. After installing the widget, the speed and quality of business customer service increased. As a result, Idea Money supports its clients better and solves their problems more efficiently. Employees who handle the calls are satisfied with the tool, as well as with the fact that as much as 96,3% of users answer their calls. The average call time is over 5 minutes - which means that advisors have time to answer customers' questions. Idea Money has been using CallPage since 2017 - in the app as well as on their website.

Key takeaways

Key takeaways

2017 - the date of implementation of the CallPage service on Idea Money website 800 - the number of calls generated by CallPage each month 5 min 10 sec. - average call duration 96.3% - successful calls generated by CallPage 3 employees - handles calls generated by CallPage

The advantage of CallPage is that our customers do not have to spend a long time waiting for a consultant to answer the phone. Agents connect with the CallPage user in 30 seconds, which positively surprises our customers - this is the most important for us, because we care about providing them with the best possible service. We have been using CallPage for over a year and we are satisfied with the service.

Wojciech Cichoń, Project Manager at Idea Money

Wojciech Cichoń, Project Manager at Idea Money

About Idea Money

Idea Money offers invoicing services for small and medium-sized businesses. The company supports companies operating in transportation, construction, food industry, trade, hospitality or service sectors. Idea Money offer includes both online factoring and mobile application IdeaFaktor24 that allows transferring invoices for financing from any place in the world. Thanks to Idea Money solutions, companies do not have to wait 30 or 60 days for payment of their invoices, nor do they have to be afraid of long payment terms. Idea Money has been operating in the market since 2012.

  • Company size: 300 employees,
  • Industry: Finances
  • Country: Poland
  • Challenge: Improving customer support for IdeaFaktor24 application

Why did Idea Money decide to implement CallPage:

Idea Money offers entrepreneurs an app that makes financing invoices easier and faster. The nature of the industry causes that the users of the application may have questions regarding the tool features, or related to financial topics. Therefore, it is very important to provide them with high quality customer service.

The company was looking for a tool that would reduce the waiting time for contacting an advisor. All this to take care of their customers and build a lasting relationship with them. CallPage widget, which enables customers and potential clients to contact the company even in 28 seconds, met this challenge and proved to be an ideal solution for Idea Money.

Results:

Idea Money uses CallPage in its app for business clients called IdeaFaktor24. After logging into the app, customers can contact the company’s consultant using the plugin and select the department they want to connect with. When the customer provides their phone number, the company’s consultant connects with them automatically within 30 seconds. Each month, about 800 people choose this form of contact.

After installing the widget, the speed and quality of business customer service increased. As a result, Idea Money supports its clients better and solves their problems more efficiently. Employees who handle the calls are satisfied with the tool, as well as with the fact that as much as 96,3% of users answer their calls. The average call time is over 5 minutes – which means that advisors have time to answer customers’ questions. Idea Money has been using CallPage since 2017 – in the app as well as on their website.

Key takeaways:

  • 2017 – the date of implementation of the CallPage service on Idea Money website
  • 800 – the number of calls generated by CallPage each month
  • 5 min 10 sec. – average call duration
  • 96.3% – successful calls generated by CallPage
  • 3 employees – handles calls generated by CallPage

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