The Norwegian Block Exchange (NBX) is a secure and transparent cryptocurrency exchange with regulatory approval from the Norwegian Financial Supervisory Authority.

NBX is a pioneering cryptocurrency exchange, custodian and payment system that sets a standard for user experience, transparency and security, NBX receives many inbound enquiries from customers. Cryptocurrency remains a largely unknown industry, and many people have questions about the basic functionality of the payment process.

Service and support are extremely important to NBX’s mission and values, and they recognized a need to automate much of the customer support arm of their business.

They also wanted a more effective method of encouraging users to complete their first cash deposit and purchase of cryptocurrency on the NBX platform to further grow their business. Upon learning of Kindly’s innovative chatbots and conversion optimization solutions, NBX implemented AI technology into their onsite experience to continue delivering exceptional value to clients.

“With Kindly, we can confidently handle high volumes of new customer requests. A platform like theirs helped us accelerate our growth”, says Thomas from NBX.

Due to a surge in popularity of NBX’s platform, their core user base grew substantially in a short period of time. Kindly’s AI-powered chatbot helped manage the onboarding experience for those new customers by responding to approximately 90% of the most frequently asked questions with automated responses.

Additionally, Kindly’s core solutions helped NBX amplify their ability to respond to support tickets on any given day. Because NBX's in-house support team had the Kindly chatbot, they were able to easiliy handle a 15x increase in support tickets during the customer onboarding phase.

“After experiencing a surge in demand for our services, the value of the Kindly-platform became even clearer to us. It confirmed our foresight; the decision to implement 'conversational commerce' was spot on for NBX”, says Thomas.