A leading APAC fintech transforms customer support with multi-instance AI solution
Company overview
Industry: Financial services
Founded: 2015
Region: APAC
Scale: Serving over 10 million individual investors
Founded in 2015, this fintech company offers an innovative investment platform for retail investors across APAC. The platform enables users to invest in curated baskets of stocks or ETFs that reflect specific themes, strategies, or objectives. These investment baskets are created and managed by SEBI-registered professionals, ensuring a rule-based and transparent investment approach.
The challenge
The company faced growing complexity in their customer support operations:
- Their platform required different support experiences across various website sections
- Support agents needed to manage separate interfaces for different platform areas
- Each section required its own knowledge base and visual appearance
- This separation created management challenges and confusion for both agents and customers
- Complex requirements spanned agent, customer, and manager experiences
- Need for sophisticated routing, views, dashboards, and deterministic bot flows
The solution: switching to DevRev
The company chose DevRev for its PLuG capabilities and customization features:
- Implementation of multiple dev organizations within DevRev
- Complete replacement of their previous Intercom-based support system
- Implementation of sophisticated routing mechanisms
- Custom views and dashboards for different stakeholders
- Deterministic bot flow to guide customers through support experiences
- Comprehensive e2e testing to ensure reliability
We needed different PLuG instances on different paths of our website with separate knowledge bases and appearances. DevRev's architecture made this possible through multiple dev organizations.
Support Team Member-
The impact
Multiple customized support channels
DevRev helps the company deploy different PLuG instances across various website paths, each with its own appearance and knowledge base.
DevRev's ticketing feature has really helped reduce escalations. Since we've set clear expectations that tickets will get responses within 24 to 48 hours, customers are more patient—unlike in chat, where they expect instant replies.
Director, Customer Experience-
Tailored knowledge management
The search agent accesses relevant information for each platform section, providing more accurate responses based on customized article sets.
One of the biggest improvements we've seen is in classifying Q&As using AI. With our previous tool, there was no classification support, so we had to manually tag each query. Now, it's just one click to classify issues, which makes managing large volumes of data much easier.
Director, Customer Experience-
Organizational structure optimization
Distinct support experiences are maintained for different platform areas, ensuring customers receive assistance tailored to their specific location.
Enhanced customer experience
DevRev's Knowledge Graph technology connects information while maintaining boundaries between sections, delivering precise answers rather than generic responses.
We ran security audits and DevRev was transparent and cooperative during the process, which was important to us. Other tools lacked some essential features, but DevRev checked most of our boxes.
Director, Customer Experience-
The bottom line: A transformation in customer support
The company's implementation delivers notable business improvements:
- Fewer tickets through effective self-service
- Faster resolution times with contextually relevant AI assistance
- Better agent productivity by focusing on complex issues
- Higher customer satisfaction through personalized support
- Streamlined management experiences with customized dashboards
- Efficient routing ensuring issues reach the right teams
When I reported a bug, it was fixed within two hours. That was a huge contrast to my past experiences with other vendors. The speed and reliability DevRev has shown in addressing feature requests and bugs is a major reason we've continued with them.
Director, Customer Experience-
Looking ahead
With a successful multi-instance setup and growing internal adoption, the company is actively consolidating its tools:
The company is focused on making DevRev the single source of truth for customer support - enhancing efficiency, cutting costs, and providing a more unified experience for both agents and customers.
Benefits
- Support agents quickly access information relevant to each platform section
- Customers receive consistent, contextually relevant support
- Teams maintain separation between different support instances
- Support grows smoothly with the company's expanding platform
- AI assistance becomes more accurate through ongoing optimization
- Advanced routing ensures issues reach the right teams promptly
- Comprehensive dashboards provide visibility into support operations
- Deterministic bot flows improve self-service resolution rates
- End-to-end testing ensures reliable customer experiences
