Aircall Helps KOHO Simplify Online Banking

Canada is known as a country of stunning landscapes and polite people. Unfortunately, those who live there also know it’s infamous for some of the highest banking fees per person in the world.

That’s why KOHO, a mobile-only suite of financial services for millennials, created a streamlined alternative to traditional banking experiences.

Communicating Better With a Clear Calling Structure

In an industry like banking, communicating with users is crucial. KOHO quickly realised their old solution – a single office landline – wasn’t sustainable. With agents handling 30-40 calls each day, they needed something better.

Parween Mander, KOHO’s User Success Team Lead, explains

“We don't want to just be another call centre support line. We also want to be able to set up one-to-one conversations with users to give them a more personal experience. We want to go through their detailed financial plans and give them the opportunity to ask questions.”

Mander’s solution was to set up an intelligent IVR, which had an immediate impact on the company.

“Initially we just had one line that rang simultaneously and that just wasn't really efficient for our agents. When we set up an IVR and turned on Aircall’s round table feature, it made a world of difference..”

But KOHO didn’t stop there. As the team grew, they needed separate lines for English and French speakers to call in with support and customer service issues. Plus, they needed a way for customers to reach their individual financial coach.

“There wasn't a second IVR tree, which we realised was missing, and something that we could probably find very valuable. So we implemented that, honestly, just today. And you know what? It's already up and running.”

KOHO values how easy the phone system is to manage, which allows them to continually make improvements to their workflows.

Maximising Aircall’s Features

Aircall’s native integration with Intercom had a significant influence on KOHO’s search for a new phone system. This feature helped them consolidate customer support information into a single location, making quality service much easier.

The automatic call logging in Intercom helps KOHO keep track of every interaction, provide valuable context, and bring genuine human interaction to user conversations.

In addition to running support through Intercom chat, the user success team has added a number of efficiencies by adopting Aircall’s tags feature.

By applying Aircall’s custom labels to their calls — which directly correspond to the Intercom tags — KOHO can organise and categorise their calls for future analysis.

“It was so great that we were actually able to track the type of calls that we were getting. We were previously just going off verbal context from our agents themselves, but then learning about the tagging feature and then having access to that reporting — that's what triggered all these changes in terms of efficiencies and optimising our IVR.”

The User Success team spends a lot of time troubleshooting customer issues, but they also inform the product team of user pain points.

By applying tags like “loading and funding”, “passcode” and “connection error”, KOHO can monitor quality issues, dig into problems and even look for patterns in the types of calls that come through.

“It's nice to have that stuff streamlined. We can handle issues a little faster and share insights with each other.”

Mander gets these insights in her Aircall reports, where she looks at the total number of inbound and outbound calls, as well as the corresponding tags. Being able to layer the data and look at the percentages of how many of their calls are dedicated to certain types of tags helps Mander prioritise what her team needs to work on and see where they can improve.

KOHO aims to empower users to take control of their spending and see how easy managing finances can actually be. By using Aircall, they’ve been able to take more control over their own operations and spend more time building relationships with customers and solving meaningful problems.