Success stories with BolsterBiz
How Klover went from a 5-day wait to a 10 hour wait for customer replies
Nobody wants to wait almost a week to hear back about their own money. Here's how outsourcing 24/7 live chat support to BolsterBiz helped Klover to improve customer satisfaction.
5 days → 10 hoursfirst response time
3 → 20team size since Dec 2020
24/7support coverage, including weekends
70%reduced operation costs
The story
Good product. Support that couldn't keep up.
That's basically what was happening at Klover before they found BolsterBiz. Klover is a fintech app that gives people fee-free cash advances, helps them track spending, and throws in some cashback perks along the way. Good product. But their support was being run by an onshore contractor who just wasn't pulling their weight. Average response time was 5 business days. Weekends? Pretty much nobody home.
Klover talked to a few offshore vendors and ended up going with BolsterBiz. That was back in December 2020.
Since then, things have changed a lot. The team went from 3 agents to about 20. Response time dropped from 5 days to a matter of hours. And support is now live 24/7, including weekends.
ClientKlover
IndustryFinancial technology (fintech)
Company sizeMillions of users
HeadquartersUnited States
Founded2019
What they doFee-free cash advances, budgeting tools, and cashback offers through partner merchants
The challenges
What Klover was dealing with
Before BolsterBiz, Klover's support setup just wasn't built for the volume they were getting.
A 5-day response time
Customers were sending in questions and waiting almost a week to hear anything back.
No real system in place
Tickets weren't being sorted or prioritized. Everything came in as one big pile.
Weekends were busy
If something happened on a Saturday, it usually sat there until Monday.
CSAT was declining
Long waits and bad support lead to bad CSAT. Customers were getting frustrated, and it showed in the scores.
The solution
How BolsterBiz Helped Klover with Customer Support
We didn't just throw a few people at the problem. First step was actually sitting down and looking at what Klover already had, what was missing, and where the gaps were.
From there, we set up a ticketing system that could actually sort and prioritize incoming queries. We built out a dedicated team, hired specifically for this account, and made sure someone was always on for weekend coverage.
The results spoke for themselves. Klover saw fewer dropped tickets and faster resolutions, and that built enough trust to hand us more work. We picked up Klover Fraud support next, then Frisbee and Merryfield.
What changed
- First response time went from 5 business days down to just 10 hours.
- Support is now available 24/7, with live chat for real-time help.
- The team grew from 3 agents to roughly 20.
- CSAT improved as wait times came down.
- Reduced operations costs with improved real-time resolutions.
Client feedback
What the client said
Karla BautistaDirector of CX, Klover
The entire Bolster team deserves a standing ovation for the success my department has achieved. It's more than just a run of the mill outsourcing partner relationship, it's evolved into a full blown partnership. From day one, Bolster didn't just provide services, they seamlessly integrated themselves into our operations.
Case study preview
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Browse the first two pages free. The full case study walks through how the team scaled month by month and what the transition actually looked like on the ground.
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- How the team scaled month by month
- What tools were used (Zendesk, Mixpanel, Firebase, Klaus)
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