Building the Core Customer Support Infrastructure with IntelyChat
Industry
Insurance
Team Size
180+
Messages
10M+
Since
Nov 2021
“With a significant portion of our sales and support happening through chat, our website going down isn’t a major issue. But if our core customer support platform isn’t accessible, it’s a crisis. IntelyChat has been essential in ensuring this critical system remains dependable and central to our customer operations.”
Prateek Jogani
Co-founder, FairDee
Who is FairDee?
FairDee, acquired by Qoala, stands as one of Thailand’s foremost insurance platforms. It empowers agents and customers with streamlined digital solutions, making insurance accessible across the country. As FairDee’s operations grew, they sought a reliable, scalable customer support solution that could keep pace with their rapid expansion. IntelyChat became their tool of choice in November 2021, forming a core component of FairDee’s infrastructure for customer service.
How IntelyChat Transformed FairDee’s Customer Support
Centralized Communication Across Platforms
FairDee needed a solution to unify customer interactions across multiple channels, with a particular focus on LINE Messenger, the most popular platform among Thai users.
Reliability for Mission-Critical Operations
As customer support is a core business function, downtime or sluggish performance could directly impact customer satisfaction and agent productivity.
Multilingual Capabilities
With a diverse Thai customer base, FairDee needed IntelyChat to manage conversations seamlessly in Thai and English so language was never a barrier to exceptional support.
IntelyChat as the Solution
API Integration with LINE Messenger
FairDee consolidated high-volume LINE conversations into a single manageable system through IntelyChat’s channel integrations.
Integrated, Multilingual Customer Operations
IntelyChat became a central hub unifying support functions and supporting 300,000 conversations in Thai and English across touchpoints.
Customizable, Scalable Platform
IntelyChat gave FairDee complete control over customization without compromising data security or flexibility.
Today, FairDee Powers Seamless Customer Support with IntelyChat at Its Core
FairDee’s team of over 180 agents found IntelyChat simple and easy to use, which helped them work more smoothly and respond to customers faster. This ease of use led to higher customer satisfaction. IntelyChat’s steady performance and flexibility made it essential to FairDee’s daily operations.
By using IntelyChat as the core of their operations, FairDee was able to bring all customer support functions together in one system, connecting every customer touchpoint seamlessly. As FairDee grew, IntelyChat’s ability to handle high volumes proved invaluable, allowing FairDee to scale support to meet expanding business needs.
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