BitOasis manages increased customer service volume with Freshworks

Freshworks Inc., a software company that empowers the people who power businesses, announced that BitOasis, a cryptocurrency exchange giant, has implemented Freshworks solutions Freshdesk and Freshchat to help manage a large increase in customer queries due to the demand for information about digital currencies.

With a presence in 14 countries, BitOasis is one of the largest cryptocurrency exchanges in the Middle East and North Africa, making them a hotspot for customer usage and questions, especially in the volatile cryptocurrency market. Due to the difficult macroeconomic conditions for crypto investment, daily customer interactions with the BitOasis chatbot increased from 300 to nearly 3,000 this year. 

“The dip in the cryptocurrency market left many users feeling uncertain and wanting immediate answers,” said Silvia Gomez, Director of Customer Experience at BitOasis. “Our queries increased dramatically because customers wanted the assurance that BitOasis would continue operations since so many other exchanges across the globe have vanished.”

BitOasis needed a faster way to respond to its large customer base efficiently, which would delight both customers and customer service agents, as customer queries increased. To accomplish these objectives, the company chose both Freshdesk support software and Freshchat conversational messaging software.

BitOasis used Freshdesk to create a ticketing system to help support agents prioritize and collaborate in order to respond to customer questions quickly. With the addition of Freshchat, the customer service team was able to incorporate Whatsapp into the company’s troubleshooting capabilities. The BitOasis bot, an intelligent bot built with the Freshchat AI chatbot, now handles more than 50% of customer queries over WhatsApp, freeing up live agents to respond to queries that require human intervention. 

“Freshworks’ solutions are easy to use, adaptable and seamless,” said Gomez. “Our agents can now handle the increasing amount of customer queries coming in and our Freshdesk data organization strategy sets us up for further chatbot automation if needed in the future. Our customers know we are here for them and that’s what matters most to us.”

“In today’s fast-paced tech world, organizations need to keep up with their customers in real-time,” said Pradeep Rathinam, Chief Customer Officer at Freshworks. “With Freshworks, BitOasis can delight their customers using personalized and responsive conversational support, resulting in more efficient agents, faster resolution times and, ultimately, happier customers.”