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.
Complex product suite
Plum offers savings, investments, ISAs, debit cards, and more, requiring nuanced understanding and
precise responses.
Personal finances
Conversations involved sensitive topics, requiring empathy and accuracy. Regulatory requirements also
needed to be considered.
Diverse tiers and geographies
Multiple subscription plans (from Free to Premium) and product differences across regions increased
the complexity.
Multilingual support
Serving customers in various languages needs intelligent, localized automation.
Yoan Jedrowiak
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.
