Success story
Crypto Growth with AI-Driven Support: A FinTech Startup’s Story
FinRise, a Singapore-based FinTech startup, streamlined global customer support by automating up to 80% of incoming queries, boosting customer satisfaction and retention by 40%.
Industry Type
FinTech
Location
Singapore
Number of employee
45
Introduction
In the fast-moving FinTech space, FinRise, a crypto startup found itself overwhelmed, not by market volatility, but by customer support chaos. As product interest surged during the bull run, support queries ballooned across time zones and languages. Delays, misrouted tickets, and agent burnout were real threats to retention. To stay user-first and competitive, the team turned to AI-powered SaaS solutions for support automation and smarter scaling.
Challenges Faced
Mismanaged Query Handling
Support queries came in from Facebook, Instagram, and Gmail without a centralized system to manage or prioritize them.
Limited Support Coverage
With only three full-time agents, handling 24/7 global crypto user demands was becoming unsustainable.
Inconsistent Response Times
Time zone mismatches caused users to wait 12+ hours for basic replies, damaging trust and retention.
Burnout & High Churn
Support agents struggled with volume spikes during token launches, leading to increased attrition.
Lack of Insightful Metrics
The startup lacked clear visibility into FAQs, query sources, and which channels drove the most volume.
Solutions
Unified AI Chatbot Deployment
LeoBrain's AI chatbot unified support across social media and the website, delivering instant, personalized responses.
24/7 Multilingual Support
Automated support handled common questions across 5 languages without requiring extra headcount.
Smart Query Prioritization
AI tools ranked and routed tickets based on urgency and sentiment, reducing wait times by over 50%.
Agent Assist Dashboard
Live agents received AI-suggested replies and context, boosting handling speed and reducing cognitive overload.
Real-Time Analytics
Teams gained instant insights into top queries, channel performance, and areas where users needed help most.
LeoBrain’s customer support software became our lifeline. During the launch of our NFT marketplace, support volume tripled overnight, but response time improved. The AI handled 80% of Tier 1 queries without a hitch. Our users felt heard, our team felt supported, and we saw retention improve by 40%. It was a game-changer.
Dylan Reyes
Conclusion
By automating and streamlining their customer support using LeoBrain’s AI SaaS tools, FinRise not only reduced agent load by 75% but also boosted satisfaction metrics across the board. With real-time AI support powering conversations globally, the brand delivered timely, personalized experiences—earning loyalty in a competitive crypto landscape.
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