Layla Huang
Senior Customer Support Manager
Crypto Tax Calculator (CTC) simplifies complex cryptocurrency tax reporting across multiple global markets, including Australia, the US, UK, Canada, Europe, and many other countries. The rapid growth of cryptocurrency trading has created a surge in customer support requests, often involving intricate and technical tax-related questions. With customer inquiries ranging from simple FAQs to complex troubleshooting issues that could span weeks or even months, CTC's customer support team has faced overwhelming volumes, particularly during peak tax seasons. Despite an extensive internal knowledge base, users have struggled to find the right information and specific answers to their questions due to their complexity and the sheer volume of scenarios.
CTC looked to Lorikeet to handle both the progressive increase in support volume and sharp spikes during multiple tax seasons spread across the countries they serve. Lorikeet integrated seamlessly with their existing Intercom helpdesk, significantly easing initial deployment. After some quick training on their existing knowledge base, they were able to deploy Lorikeet’s AI agent to immediately start answering common FAQs. The efficiency gain for the team and improvement to the customer experience were instant, but Lorikeet’s value really shone when it came to automating critical, previously highly manual workflows. The ability to automate many of the steps involved in processing refunds, like checking eligibility and escalating approved cases for processing, saw Lorikeet quickly become an incredibly valuable extension of CTC’s small but mighty support team.
CTC looked to Lorikeet to handle both the progressive increase in support volume and sharp spikes during multiple tax seasons spread across the countries they serve. Lorikeet integrated seamlessly with their existing Intercom helpdesk, significantly easing initial deployment. After some quick training on their existing knowledge base, they were able to deploy Lorikeet’s AI agent to immediately start answering common FAQs. The efficiency gain for the team and improvement to the customer experience were instant, but Lorikeet’s value really shone when it came to automating critical, previously highly manual workflows. The ability to automate many of the steps involved in processing refunds, like checking eligibility and escalating approved cases for processing, saw Lorikeet quickly become an incredibly valuable extension of CTC’s small but mighty support team.
