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.
first response time
team size since Dec 2020
support coverage, including weekends
reduced operation costs
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.
Client
Klover
Industry
Financial technology (fintech)
Company size
Millions of users
Headquarters
United States
Founded
2019
What they do
Fee-free cash advances, budgeting tools, and cashback offers through partner merchants
Before BolsterBiz, Klover’s support setup just wasn’t built for the volume they were getting.
Customers were sending in questions and waiting almost a week to hear anything back.
Tickets weren't being sorted or prioritized. Everything came in as one big pile.
If something happened on a Saturday, it usually sat there until Monday.
Long waits and bad support lead to bad CSAT. Customers were getting frustrated, and it showed in the scores.
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.
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.
This is just the highlight reel. The full case study walks through:
