Mvelopes by Mastercard gives

customers peace of mind after a bad release

A new product release, escalations and how being there at a customers worst moment with your product can save your reputation.

Customer: Mvelopes Customer Website: www.mvelopes.com Industry: Finance Organization Size: Small/Medium Country: USA Partner: Atlassian Partner Website: https://www.atlassian.com/

Executive summary

Mvelopes is a software as a service (SaaS) budgeting app, owned by Mastercard

, that gives consumers a simple way to plan and

track monthly spending. Since its launch in 2001, it’s been used by about 750,000 people.

In early 2020, the company switched its

customer service support solution from

one industry giant to another. They made

the move to Atlassian’s Jira Service

Management (JSM) platform, which fit

their needs better but did not have native

customer-engagement solutions.

To improve the customer chat experience, Mvelopes selected PingPilot. PingPilot integrates with JSM, allowing Mvelopes to better address any potential volume spikes in customer inquiries. Mvelopes Product Director Wes Shelnutt says they saw an improvement in the way they were able to handle customer inquiries immediately upon implementation. “With PingPilot’s chat function, our team can often get many issues resolved right away,” Shelnutt explains. “The customer feels heard because we're talking

Wes Shelnutt, a Product Director for Finicity, recalls what happened when a migration had the kind of

customer service impact every product owner of a SaaS company dreads.

Although customer data was always secure, the bug in a new migration update was causing

Feature requests
on the fly

Swapnil Nakwha is a senior systems admin at
Mvelopes and oversaw the stand-up and rollout
of JSM and PingPilot. “The initial integration
was as simple as it can get,” he recalls.
He and two members of the PingPilot team
ran a training session right before the first live
support shift with it and then monitored the
initial use. The PingPilot team was also
alongside them at every step as they looked
for solutions to further improve. “PingPilot was
always approachable and open to ideas, and
willing to work on them immediately,”
Nakhwa says.

As Mvelopes’ needs evolved, so did their
PingPilot solution. They implemented a new
customer engagement strategy that takes
advantage of PingPilot’s proprietary “Ping
Signals”.

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To improve the experience of customers

waiting in front of the computer for their

turn to chat, the Pings allow customers

to begin a chat in a browser window and

Peace of mind on both sides

“Squashing bugs and getting the help people need”

Many of Mvelopes’ incoming callers don’t actually need tech help, they

often have relatively simple inquiries that feel understandably urgent since

they concern their personal finances.

With PingPilot in place, “We’re able to explain any problems and give them peace of mind,” Shelnutt says. And empowering those customers to engage in the channel of their choice helps concerned customers feel like their voices aren’t just heard, they’re being listened to and empathized with.

Looking ahead, Mvelopes is now expanding its use of PingPilot from only SMS and chat

Trust at the Center

Nakhwa particularly appreciates the speed with which PingPilot responds to feature requests, with new requests implemented in several weeks at the longest. He laughs when he imagines trying to put in a quick turnaround request with the customer relationship management behemoth they were using before: “It would take three years!” Shelnutt adds, “There were times when we’d jump on a call with PingPilot, and we’d have it the next day.”