CSAT Score
76%
Bot Deflection
100%
Avg. Response Time
0.01 min
Use Cases
Customer Support Automation
71% of customer support specialists agree that AI and automation can improve the overall customer experience, according to HubSpot’s State of AI report. This reflects how more businesses rely on automation to support their teams and better serve customers.
EasyEquities, a leading digital investment platform in South Africa, wanted to do just that. They were looking for a solution to help them respond faster and manage support more effectively. The team moved away from email-based support and brought in Verloop.io to help automate and scale their customer conversations.
What happened next helped streamline their support operations and gave their agents more time to focus on the queries that needed a human touch.
Let’s meet EasyEquities
EasyEquities is an investment platform that launched in 2014. Since then, it’s grown to over 2 million registered clients, with more than 1 million actively investing. The company is based in South Africa, with teams also working out of the Philippines and Australia. It’s now expanding across the rest of Africa. With that scale comes a need for efficient, responsive customer support — especially in a fast-moving space like investing.Support over email wasn’t cutting it
Before switching to Verloop.io, at EasyEquities, customers sent support queries through email. These were then turned into tickets via Freshdesk. Yes, it worked, but there were a few challenges:- Response times were slower
- Simple queries took up agent time
- There was no real-time support
“Our biggest friction point for clients was not being able to get to an answer quickly.” – Waylon Smit, VP of Client Experience, EasyEquitiesThe team wanted a faster way to respond, without adding more tools or complexity.
Launching real-time support with Verloop.io
EasyEquities launched Verloop.io’s chatbot on their website on 24th May 2024. A few months later, on 12th November, they expanded the same support experience to WhatsApp, giving users a familiar and easy way to get help. The bot, deployed in English, was set up to handle a few key tasks. It could respond to general queries, help with login issues, and step in to guide users when they needed quick answers. If someone had a more complex question, the bot would either raise a ticket or transfer the chat to a live agent for further support. This helped the team manage incoming conversations more efficiently while still keeping the option of human support where it was needed.The role that generative AI played in their support game
Generative AI is becoming a standard part of how companies scale support. In 2025, every business across various industries is turning to AI to handle everyday queries more efficiently without losing the human touch when it’s needed. At EasyEquities, Verloop.io’s built-in generative AI is doing just that. It helps manage FAQs, login issues, ticket creation, and agent transfers — allowing the team to handle high volumes without slowing down. When we asked Waylon Smit, VP of Client Experience at EasyEquities, about using generative AI in their support flow, he said:“The generative AI bot is keeping the simple queries away from our agents, who can then focus on the clients in need of real assistance.”This shift has helped the team stay sharp, focused, and responsive — even as the number of conversations continues to grow.
Results after switching to Verloop.io
Not long after going live with Verloop.io, the EasyEquities team started seeing real changes in how their support was running. The numbers made it clear — the new system was working. They were now handling an average of 10,675 chats a month, with 0.01-second response times and an average resolution time of just 29 minutes. The bot managed 100% of the incoming chats upfront, helping the team stay focused and efficient. Customer satisfaction also held strong, with an average CSAT score of 76%, and 25% of chats coming from returning users — showing that customers were coming back and continuing to engage. As Waylon Smit put it:“Escalation processes from a service perspective have increased.”With more context passed from the bot, agents could step in when needed — and get straight to the point. One of the goals for EasyEquities was to make sure the handover between bot and agent felt seamless — and that’s exactly what happened. The bot handles the early steps and creates structure. Agents come in only when needed and with all the information ready.EasyEquities has built a support system that’s ready to scale! For EasyEquities, fast and reliable support was a necessity, as a part of what makes their platform work for over two million investors. Before Verloop.io, the team was relying on email tickets to manage thousands of conversations each month. It got the job done, but it wasn’t fast, and it didn’t scale. Now, with Verloop.io in place, every chat starts with the bot, helping users get quick answers and giving agents more time to focus on what matters. They’re handling over 10,000 chats a month with ease. First responses happen in seconds. Resolution times are shorter. And support has become something that runs quietly in the background — steady, structured, and consistent. CSAT has stayed strong at 76%, and the number of returning users tells its own story. People are getting the help they need — and they’re coming back when they do. It’s a system that’s built for how people want support today — fast, simple, and always on.
