How Qomodo enhanced the quality of their customer support

Analyzing a growing volume of support tickets.

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As Qomodo’s platform expanded, the company began receiving a increasing amounts of customer support interactions. Ensuring consistency and quality in these conversations became increasingly complex.

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They struggled to identify the underlying customer pain points, had limited visibility into customer sentiment across different segments, and lacked a structured way to monitor agent performance.

Enhancing customer support quality.

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

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By integrating Zefi directly with Tiledesk, their customer support system, they could automatically centralize and analyze every customer interaction. Zefi's customizable taxonomy automatically tags and organizes incoming support conversations based on recurring topics and needs, giving the team a structured view of their data.

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The analysed data also allows for the creation of targeted customer segments, helping Qomodo to understand sentiment across different user groups in real-time.

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Finally, Zefi allowed them to create customized dashboards and automated reports, ensuring both the Product and Customer Support teams have the specific, data-driven insights they need to make confident decisions and proactively address customer issues.

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Qomodo leveraged several key features within Zefi to transform their customer support and product development processes.

• Customized taxonomy and tagging:

Zefi’s customization options allow Qomodo’s Customer Service team to see all incoming support conversations automatically tagged and categorised based on their specific needs and recurring topics.

• Contextual summaries:

Every customer interaction is automatically summarized in the client’s profile, providing agents with a quick, comprehensive overview of the whole client history.

• Agent leaderboard:

Claire, team leader of Customer Operations, uses Zefi to get a transparent view of her team’s performance, ensuring quality and consistency by monitoring key metrics like response time and customer sentiment.

• Product Digest for PMs:

Concise summaries of top problems are sent directly to Product Managers, allowing them to make data-driven decisions and prioritize the most impactful fixes for the product roadmap.

How Zefi helped Qomodo ensuring consistency and quality in their experience.

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By using Zefi, Qomodo achieved measurable improvements across Customer Support and Product Management.

• Faster reaction time to critical problems:

Thanks to the higher visibility into recurring issues and customer pain points, and Zefi's real-time alerts, Qomodo's CS team is able to react more quickly to critical issues.

• Improved support quality and efficiency:

Claire no longer needs to manually review every ticket to ensure consistency. Zefi’s automatization and transparent agent performance monitoring has improved support quality and helped the team work more efficiently.

• Data-driven product decisions:

The Product team now has a consolidated view of customer feedback, enabling them to make data-driven decisions and focus on the most impactful fixes.

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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.

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