M-KOPA’s rapid success in bringing digital micropayments to underbanked customers across Africa came with growing pains. As customer interactions skyrocketed, the company’s disjointed systems—spreadsheets, emails, and an outsourced telephony system—failed to keep up.
This lack of scalability was overwhelming agents, frustrating customers, and costing M-KOPA valuable time and resources. Without a unified platform or a way to capture insights, M-KOPA couldn’t track customer journeys, optimize staffing, or make data-driven improvements to its services.
Standardizing on a single platform with a combination of Freshdesk, Freshchat, and Freshservice led to a 39% bot resolution rate, improved response times, and increased customer satisfaction across five countries.
Read more about how Freshworks matched M-KOPA’s scale here.
