The challenge
Spire’s customer support team navigates intricate workflows and extensive documentation to resolve inquiries across various categories, including enrollment, bank changes, account updates including payment methods, returns, suspected fraud, missing discounts, and challenges transacting. The complex business model supporting multiple merchant partners and consumers with nuances by brand, resulted in a sub-optimal resolution time for customer issues and drove operational costs.
In order to scale effectively and efficiently, Spire needed a solution to automate these processes to improve the customer experience, increase customer support efficacy while reducing costs.
The solution
Qurrent deployed a custom digital workforce, integrated with Spire’s systems including Zendesk and the native Spire platform, to automate email support inquiries. Digital agents were configured to autonomously pick up support tickets, diagnose customer issues, and take action to resolve the issues within minutes. The solution leveraged the Qurrent Operating System for orchestration, observability, and performance management, requiring minimal intervention from Spire’s support, risk, and operations teams.
The result
The initial email solution delivered significant efficiency gains: more than 80% of targeted email and web support tickets across the automated categories were successfully resolved by the digital workforce without requiring human intervention. Customer tickets that could wait hours, or sometimes days, for a human to address are now resolved within seconds or minutes by the digital workforce. Where a human support team required regular training and guidance on how to adhere to best practices and policies consistently across thousands of tickets, the AI workforce was able to consistently resolve issues while maintaining compliance with policies.
The Qurrent digital workforce quickly proved to be a key enabler of Spire’s operational efficiency and effectiveness strategy and is an integral part of the company’s plan to scale while improving customers’ support experiences. By successfully automating high-volume, complex support tasks, Spire significantly reduced the burden on its human support team, increased responsiveness and resolution time for customers, and positioned itself to scale effectively and efficiently to meet or exceed its growth objectives.
About
Spire is transforming everyday spend with a convenient payment solution designed to lower transaction processing costs for merchants while enabling them to drive loyalty by providing meaningful customer rewards.
Spire’s Pay with Spire platform leverages Discover® Network to deliver the first-ever merchant-branded Automated Clearing House (ACH) payment solution at the point of sale with no integration required. Designed for seamless transactions across point of sale systems, digital wallets, in-app purchases, and online environments, Pay with Spire reduces merchant processing costs by 50-90% while offering customers a secure, bank-linked payment option. With over 55,000 merchant locations, Pay with Spire uses Discover Network to eliminate costly fees and back-end integrations for merchants. Meanwhile, consumers enjoy a smooth, familiar payment experience enhanced by credit card-like rewards.
Spire’s origins trace back to being the ACH-based payment solution selected for the Merchant Customer Exchange (MCX), an early collaboration among major retailers to streamline mobile payments. Spire is building on MCX’s mission with the next evolution of Pay by Bank at the point of sale, which has eluded many companies in the A2A payment space. It truly is the best payment solution for the merchant and the best payment experience for the consumer.
