Using Kodif’s low-code platform, ByteApp automated the refund experience and reduced customer support expenses by 45% and improved CSAT from 65% to 90%
We’ve been Kodif’s early customers to adopt their customer support automation tools. Since then, we have seen an increase in our agent utilization and the overall CSAT. Agents, now, can focus on resolving important issues and prioritize high value customers which helps us improve customer retention as well. In addition to the support automation, Kodif’s workflow automation is well appreciated by our support team as it has decreased their repetitive tasks and improved their productivity
Salman Abubakar
Senior Product Lead at Byte
75%
Reduction in average handle time
38%
Increase in CSAT
45%
in CS savings
Challenge
ByteApp is a fast-growing early-stage dark kitchen startup based in South Asia. Like many other fast-growing startups, Byteapp had a high growth of customer support requests. Before Kodif, Byteapp did not have any customer-facing automations, affecting the efficiency and customer experience. Customers had to communicate with CX agents to resolve simple requests such as order cancellation and reports on late delivery or incomplete orders. It led to customer frustration as CX agents often could not provide an instant resolution. Byteapp’s CX team decided to enable customers to self-serve for simple queries such as refunds, order cancellations, or late delivery via mobile and chat.
In addition to the above-mentioned issues, the introduction of the bonus program resulted in people’s attempts to fraud the system. They would create new accounts and link different phone numbers to get discounts and bonuses. These actions cost ByteApp thousands of dollars monthly, influencing the program effectiveness.
Kodif enables business teams to build self-serve customer-facing flows that instantly resolve high-volume and repetitive tickets. Furthermore, Kodif can provide a personalized refund experience based on the customer profile, accounting for possible fraud scenarios.
Solution
ByteApp partnered with Kodif to automate customer support requests (refunds, late delivery, order cancellation, etc.) and built self-service flows, reducing the average response time by 75%. In addition, Kodif implemented a new fraud prevention system.
Self-refund flow
A customer is able to receive a refund for order issues such as incomplete and canceled orders or late delivery. Kodif introduced an innovative data-driven approach to reimburse clients based on their customer profile and LTV. As a result, 25% of all automated tickets were resolved with a 4.3 CSAT and above during the first two months.
Fraud Prevention and IOS/Android full integration
ByteApp is able to prevent fraud in its discount incentive program. Since it was easy for a customer to create an account with a new phone number, Kodif has found a way to prevent fraud by linking accounts to device IDs. Furthermore, Kodif incorporated some ML algorithms to analyze the newly created accounts and their IPs for signs of fraudulent behavior on a systematic basis.
About the Company
It is a fast-growing dark kitchen startup based in Pakistan. It is funded by Floodgate, YC, and other prominent VCs.
Use cases:
- Automated self-refund
- Fraud Prevention
Outcomes:
25%
Tickets fully resolved
1600
CX agent hours saved
3
Flows launched
Why Kodif?
Future development with Kodif
ByteApp is a fast-growing startup, and as is the case for any delivery company, Byteapp is working on improving its unit economics. Kodif sees its role in helping ByteApp optimize its customer support spending. Byteapp will use Kodif’s A/B testing feature to optimize refund flow and continuously refine the customer experience. In addition, Kodif will keep building new flows to enable more customers to self-serve and CX agents to be more productive and consistent.
Thanks to Kodif, ReserveBar has been able to automate routine requests, leaving our talented customer service people free to focus on larger issues, proactive campaigns, and special projects. Our customers and our team members have never been happier.
Dan Raphaelson, Customer Care Coordinator, ReserveBar
Kodif’s solution was able to easily, with very little coding effort, to bring relevant data to the agents. Instead of accessing multiple tools, agents immediately have on hand everything they require to solve customer issues. The workflow ensured a consistent process and that newly hired support agents could be productive faster.
Cindy Rodriguez Senior CX Manager – GoodEggs
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