Customer Service Support

Customers expect timely support and responses from the brands they use, which often requires the action of real humans.

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Overview

Whether it’s help desk support or the handling of automation exceptions, sometimes a real human touch is needed to provide top tier customer experiences. CloudFactory acts as an extension of our clients’ team, supporting their existing processes and in-house teams to ensure their end user experience is seamless.

High Volume Transaction Support Helps Ibotta Focus on UX

Ibotta is a cashback rewards app with over 35 million downloads. The company was struggling to deal with the fluctuations in receipt volume they received, especially during the holidays, and needed support from an external partner to supplement their in-house employees.

Document transcription of receipts that are not able to be handled by the company’s OCR capabilities. CloudFactory’s team handles more than 12,000 hours of work per month.
15% higher accuracy rate than internal team during peak usage periods
50% decrease in processing time over internal team alone

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