How Qomodo enhanced the quality of their customer support

Qomodo is a fast-growing fintech company that provides a “buy now, pay later” (BNPL) platform.

Their solution allows businesses to offer flexible payment plans to customers, who can split purchases into manageable installments with low or zero interest.

By simplifying the checkout experience, Qomodo helps merchants boost conversion rates while making higher-value purchases more accessible for consumers.

As Qomodo’s platform expanded, the company began receiving a growing volume of customer support interactions.

Ensuring consistency and quality in these conversations became increasingly complex:
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• Difficult to identify the most recurring support topics and the underlying pain points.
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• Limited visibility on customer sentiment across different segments.
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• No structured way to monitor agent performance in real time.
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• Product teams lacked a consolidated view of customer feedback to prioritize improvements.

Claire, Qomodo’s Head of Customer Support, wanted a solution that could act as her quality manager, while Giorgio, Product Manager, needed a clear digest of recurring issues to feed into the product roadmap.

Zefi was introduced as Qomodo’s feedback intelligence platform to centralize and analyze all customer conversations.

Thanks to a custom integration with Tiledesk (via OAuth), Qomodo was able to connect their customer support system directly into Zefi and automatically track every interaction.

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With Zefi, Qomodo can now:
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• Monitor and categorize the most important support topics.
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• Analyze sentiment in real time to understand customer emotions.
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• Receive alerts when severe issues arise, enabling proactive support.
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• Measure agent performance, ensuring service quality.
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• Deliver insights to both Product and Customer Support teams through automated digests.

• Recurring Topics Analysis → Giorgio (Product) uses Zefi to quickly identify the most recurring issues and prioritize fixes.
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• Real-time Alerts & Notifications → Claire receives instant updates when critical problems emerge.
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• Agent Performance Dashboard → Tracks quality and consistency across the customer support team.
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• Weekly CS Digest → Automated reports segmented by customer groups, helping Claire identify trends.
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• Product Digest for PMs → Concise summaries of top problems sent directly to Product Managers.
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• Custom Tiledesk Integration → Secure OAuth-based integration for seamless data flow.

By using Zefi, Qomodo achieved measurable improvements across Customer Support and Product Management:
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• Higher visibility into recurring issues and customer pain points.
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• Faster reaction time to critical problems thanks to real-time alerts.
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• Improved support quality with transparent agent performance monitoring.
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• Data-driven product decisions, with the Product team focusing on the most impactful fixes.
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• Alignment across teams: Support and Product now work on a shared understanding of customer needs.
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Ultimately, Zefi helped Qomodo transform raw customer conversations into actionable insights, enabling them to continuously improve their BNPL platform and deliver a smoother experience to both merchants and shoppers.