Ada Customer Story [Tango Card]

SOLVE IT STORIES TALES OF CUSTOMER SUCCESS FROM OUR PARTNERS How Ada helped Tango Card improve interactions with stakeholders while improving the average first-response time by 83%. THE CHALLENGE Tango Card bundles easy-to-use technology, desirable rewards, and expert service to help B2B companies get the most out of their reward and incentive programs. Customers can instantly deliver digital gift cards to recipients, maximizing impact and driving real business results. The need to deliver a persona-specific experience across the customer journey became more important at the start of the pandemic. Increased adoption of its platform drove a 54% increase in the volume of support cases from reward recipients, and Tango Card was struggling to maintain its high-target SLAs. It needed automation strategies to help scale without compromising the quality of its CX. THE OPPORTUNITY Businesses often need a way to facilitate high-quality interactions with each stakeholder group across its journey. HOW DO THEY ... • Provide high-quality support to existing business customers, empowering them to get the most value out of their product and drive success? • Offer an effortless presales experience to new business prospects, capturing new leads and accelerating their growth, empowering seamless self-service sign-up and onboarding? • Deliver a best-in-class experience for customers’ recipients, ensuring a positive end-to-end experience and mitigating any downstream impacts? In the case of Tango Card, it had a vision to introduce automation across the customer journey, with personalized experiences for each of their personas, all within a single platform. It established this vision by coalition, with representatives from sales, marketing, product, support, business systems, and beyond.