Middle East

BitOasis Adopts Freshworks Software Support


BitOasis selected Freshdesk support software and Freshchat conversational messaging software.

Freshworks, a software company empowering the people who power business, announced BitOasis, a cryptocurrency exchange company implementing Freshdesk and Freshchat to manage a significant increase in customer queries due to the demand for information about digital currencies.

BitOasis is a cryptocurrency exchange in the Middle East and North Africa with a presence in 14 countries, making them a hotspot for customer usage and questions. With the challenging macro conditions for crypto investment, daily customer interactions with the BitOasis chatbot surged from approximately 300 to nearly 3,000 this year.

“The dip in the cryptocurrency market left many users feeling uncertain and wanting immediate answers,” said Silvia Gomez, Director of Customer Experience at BitOasis. “Our queries

increased dramatically because customers wanted the assurance that BitOasis would continue operations since so many other exchanges across the globe have vanished.”

With increased customer queries, BitOasis needed a faster way to efficiently respond to its large customer base, which would delight its customers and customer service agents. In

order to achieve these goals, the company selected Freshdesk support software and Freshchat conversational messaging software.

BitOasis created a ticketing system using Freshdesk to help support agents prioritise and collaborate to respond to customer questions quickly. Adding Freshchat enabled the customer

service team to incorporate Whatsapp into the company’s troubleshooting abilities. The BitOasis bot – an intelligent bot built using the Freshchat AI chatbot – now handles more than 50 per cent of customer queries over WhatsApp, enabling live agents to focus on responding to queries that need human intervention.

“Freshworks’ solutions are easy to use, adaptable and seamless,” said Gomez. “Our agents can now handle the increasing number of customer queries. Our Freshdesk data organisation strategy sets us up for further chatbot automation if needed. Our customers know we are here for them, which matters most to us.”

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