Regionalised customer support
Background
Stripe is a software company focused on financial services. The company builds payments infrastructure for the internet, primarily offering payment processing software and APIs.
In 2014, Stripe launched in Australia, as their first country in the Asia-Pacific, followed by New Zealand in 2017.
Context
Stripe has different pricing and services available based on merchant region. For example, many products are first available in the US before expanding into additional countries.
Process and actions
A great user experience is very important at Stripe, and in order to provide excellent, targeted support to merchants in Australia and New Zealand, I built a team of five third-party support representatives.
I created educational materials, led training sessions and provided ongoing feedback and coaching to the group.
Impact
Stripe is a private company, and as such there is limited shareable information about Stripe’s results. However, my work, including this initiative, contributed to Stripe’s growth and success in the region. A recent quote from the company demonstrates this success:
“We work with startups, all the way through to ASX listed companies. We’ve seen that 70% of Stripe businesses in Australia double their monthly volume after two years.”1