Wave Financial's 5x ROI in 12 Months with Ada's Automated CX Solution

Wave Financial, a company offering a suite of products and services for small business owners, faced a significant challenge in managing customer experience (CX). With over half of their staff dedicated to customer support, they experienced a massive spike in customer support volumes during the first quarter of the year, often increasing by 200-300%. In the early days, they managed this by pulling in employees from different departments and having agents work overtime, but this was unsustainable as the company grew. The demand for higher standards for both customer and employee experience became more urgent. They needed a solution that could reduce wait times, negative customer interactions, and missed revenue opportunities. They had two options: hire more support staff to handle the volumes during the busy season, which would require more investment in hiring and training, or find a more efficient, automated approach to their CX that provides customers with immediate and reliable access and resolution.

Wave Financial is a company that offers a suite of products and services for small business owners, including accounting, invoicing, payments, and payroll. They aim to provide best-in-class assistance to their customers should they encounter an issue or need advice. Customer experience (CX) is a crucial part of their business, with a team of 60+ associates focused on serving customers directly through support channels. They experience a significant increase in customer support volumes during the first quarter of the year, which they initially managed by pulling in employees from different departments and having agents work overtime. However, as the company grew, this approach became unsustainable, and the need for a more efficient, automated solution became apparent.