Optimising Customer Support at Plum
Plum, the award-winning financial app, empowers 2 million users in 10 markets to save, invest, and budget effortlessly. As Plum accelerates its growth across the EU, its primary support channel, Intercom chat, faced growing demands.
Industry
Headcount
Customers
2 million
80%
98.6%
52%
Challenge
The complexity of Plum’s multi-faceted offerings and diverse customer base meant an innovative solution was required to scale their customer support efficiently.
Multi-product customer support
Plum faced significant scaling challenges with their customer support due to the complexity of their financial platform. Their diverse product suite spans savings, investments, ISAs, and debit cards, demanding nuanced understanding and precise responses from support teams. The sensitive nature of personal finance conversations required both empathy and accuracy while adhering to strict regulatory requirements.
Diverse tiers and geographies
Adding to the complexity from the diverse product suite, Plum serves customers across multiple subscription tiers (Free to Premium) and geographic regions, each with distinct product offerings and requirements. The need for multilingual support across various markets further complicated their support operations, requiring intelligent, localized automation to effectively serve their diverse customer base.
Yoan Yedrowiak
Head of customer success
Solution
It was critical for Plum to not take any risks with customer experience or any regulatory requirements. We launched on a small scale first, allowing Plum to review every single conversation. This process helped establish an internal quality score before rolling out the product more widely. Setting up the agent on Intercom took 30 minutes without any engineering effort.
Results
Matched human performance
Gradient’s AI Agent matched human CSAT performance, and >2× the previous AI agent’s score.
80%
CSAT
Key metrics
Plum defined and customised their own scorecard, to measure quality according to their key metrics.
98.6%
Quality assurance
Out-of-the-box results
Implementation was extremely fast, achieving a great resolution rate out-of-the-box and without custom setup.
52%
Resolution rate
Conclusion
Gradient Labs enabled Plum to maintain human-level support whilst increasing volume in a highly regulated environment. The 30-minute setup with immediate results proves advanced AI support can be deployed quickly across complex financial services.
