Online shopping has given us the luxury to browse and purchase from our homes, at any time. Swedish Fintech company, Klarna, has added another layer of comfort to this process by serving as a trusted, simple, and smooth payments provider with a variety of payment options to suit every kind of shopper. Today, Klarna serves 80 million customers across 17 countries with a staff of 2,500 people. Their app sees up to 1 million transactions per day. With over 190,000 merchant associations, shoppers have no shortage of options and are sure to find their favorite brands.

Making a conscious shift to chat support

When issues arise around payments and transactions, customers tend to become anxious for quick answers and resolutions - this is something Klarna understands and refuses to compromise on. Klarna consciously shifted to chat as the preferred support channel to give customers instant responses and resolutions. The company aimed for every customer service interaction to be an opportunity for customers to experience the Klarna brand and for their agents to deliver moments of delight. However, Klarna soon discovered that their legacy chat solution would not be able to handle the intended shift.

The challenges of legacy solutions

With its massive customer base making over 1 million transactions a day, Klarna has a lot of ground to cover, and its legacy chat solution just couldn’t keep up. They found that the lack of certain capabilities in their legacy solution translated to a lot of time wasted on manual, routine tasks. Their core challenges were:

• The need to assign each chat conversation to an agent manually
  
  
• The processes involved in authenticating a customer during each service interaction
  
  
• These drove up handle times and affected overall customer experience

Delight made easy with Freshdesk Messaging

Klarna deployed Freshdesk Messaging, Freshworks’ modern messaging platform and implemented it across 7 countries in just a few months. Freshdesk Messaging has transformed operations behind-the scenes, helping Klarna keep those wow moments alive for every single customer. The customer service team was able to meet aggressive First Response SLAs of 60 seconds by making three key changes:

• Take conversations to the right agent, immediately
• Focus on customers that need immediate attention
• Greet customers with context

Take conversations to the right agent, immediately

Chats are immediately auto-routed to the right team member based on preset assignment rules that take agent load and skill-set into account.

This is particularly handy while managing volume spikes during peak seasons. How Freshdesk Messaging can help achieve this:

• Auto-assign conversations to specific agents based on their skill levels and current workload with the help of IntelliAssign
• With assignment rules ensure conversations are segmented based on topics, time of day, and message text. Map agents to specific segments as per your needs.

Focus on customers that need immediate attention

Agents are able to shift focus from unresponsive customers to those who need more immediate attention by auto-resolving conversations with customers who have stopped interacting after a pre-set time period.

How Freshdesk Messaging can help achieve this:

• Get visitor intel on your website that will define who your visitors are, their navigation path, behavior on your site, and more.
• Set up the priority inbox view to see an ordered list of conversations so your team can act on those that need immediate attention first.

Greet customers with context

Customers are now spared the trouble of authentication before every interaction. By integrating Freshdesk Messaging with Klarna’s third-party apps and CRM, the company enabled agents to fetch the data they needed on hand to conduct an informed chat conversation. Today, customers are greeted with an agent who knows their history and can cut right to the chase.

How Freshdesk Messaging can help achieve this:

• Through Freshdesk Messaging, access the Freshworks Marketplace to connect all your favorite tools. Ensure your agents get all context in one place.
• Manage and respond to conversations from one workspace regardless of the channel with the Team Inbox.

"At Klarna we are constantly learning and improving every single thing we do. We iterate fast and move fast. This speed, combined with quality is what we were chasing after when we were looking for the right partner. We needed a partner that would iterate fast with us, listen to the feedback, deliver the features that we need and constantly improve. Freshworks has proven to be such a partner.” Tien Product Manager, Klarna

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