CASE STUDY
Building the Core Customer Support Infrastructure with Chatwoot
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. Chatwoot has been essential in ensuring this critical system remains dependable and central to our customer operations.”
FairDee, acquired by Qoala, stands as one of Thailands foremost insurance platforms. It empowers agents and customers with streamlined digital solutions, making insurance accessible across the country. As FairDees operations grew, they sought a reliable, scalable customer support solution that could keep pace with their rapid expansion. Chatwoot became their tool of choice in November 2021, forming a core component of FairDees infrastructure for customer service.
How Chatwoot 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. As customer inquiries poured in from various sources, consolidating these messages into a single, manageable system became essential.
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. FairDee needed a solution that could grow with them, offering the flexibility to handle high volumes without compromising on speed or reliability.
Multilingual Capabilities: With a diverse Thai customer base, FairDee needed Chatwoot to manage conversations seamlessly in multiple languages, primarily Thai and English. Offering localized, multilingual support was crucial for maintaining high standards of service, as it allowed agents to engage effectively with customers in their preferred language. This capability ensured that language was never a barrier to delivering exceptional customer support, strengthening FairDees connection with its audience and enhancing the overall customer experience.
Chatwoot as the Solution
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. As customer inquiries poured in from various sources, consolidating these messages into a single, manageable system became essential.
Integrated, Multilingual Customer OperationsChatwoot has become a central hub, unifying all customer support functions into one cohesive system, supporting 300,000 conversations in both Thai and English across all touch points.
Customizable Scalable Open-Source PlatformAs an open-source solution, Chatwoot provided FairDee with complete control over customization, allowing them to tailor the platform to their unique requirements without compromising data security or flexibility.
Today, FairDee Powers Seamless Customer Support with Chatwoot at Its Core
FairDees team of over 180 agents found Chatwoot 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. Chatwoots steady performance and flexibility made it essential to FairDees daily operations. Unlike other tools, Chatwoots opensource nature gave FairDee the freedom to make performance improvements as needed, keeping the platform reliable and responsive.
By using Chatwoot 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, Chatwoots ability to handle high volumes proved invaluable, allowing FairDee to scale up their support to meet their expanding business needs.
And it makes us proud to share that FairDee now relies on Chatwoot to seamlessly manage the majority of their customer support operations.