Mama Money Enhances Customer Support and Boosts Resolution SLAs by 40% with Freshchat

Mama Money, a rapidly growing tech company specializing in cross-border payments, was facing challenges with their customer support system. They were using Google Sheets to track all customer interactions, which became increasingly cumbersome as the company expanded into new regions and increased their field agent strength to 2500. The company was facing scaling and growth-related issues and needed a solution that could cater to their specific needs. These included identifying new channels for rapid market acquisition, managing the increased volume of customer interactions, and providing a simple and intuitive user interface, especially in markets like West Africa where users were less tech-savvy.

Mama Money is the world’s first Social Business Money Transfer Operator. The company started as a small seven-member team operating only in South Africa and has grown into a 120+ strong company with operations in 19 countries across Africa and Asia. Mama Money aims to assist African and Asian expats in transferring money home by lowering the cost of cross-border payments. The company was awarded the best FinTech startup in South Africa in 2019. Their brand promise is to provide an easy way to send more money home by offering best-in-class customer experiences across channels.