How TapTap Send Handles 90,000+ Multilingual Support Tickets Every Month Inside Zendesk with Tolto.ai
Cross-Border Payments
Fintech
Remittance
Integration
Zendesk
TapTap Send is a leading global remittance platform that enables customers to send money from the United Kingdom, United States, Canada, Australia, UAE, and Europe to more than 70 destination countries across Africa, Asia, Latin America, and the Caribbean.
Serving millions of customers worldwide, TapTap Send operates in a highly multilingual environment where delivering accurate, fast, and consistent customer support is critical to customer trust and satisfaction.
As customer growth accelerated, TapTap Send needed a scalable solution that would allow its support team to handle multilingual conversations efficiently without compromising context, quality, response times, or operational costs.
90k+
Multilingual tickets handled every month
325+
Support agents using Tolto
91+
Languages supported
40%
Faster ticket resolution times
Without Tolto
Support without a system is a real nightmare
Unpredictable costs
Volume-based pricing made monthly budgeting nearly impossible as ticket counts surged across global markets.
Lost context
Traditional tools translated words, not meaning. Financial terminology and brand tone were inconsistently rendered, leading to customer confusion.
Workflow fragmentation
Agents constantly switched between Zendesk and external tools. When context is ambiguous, entire workflows grind to a halt.
Scattered operations
With 70+ destination markets and no single system, extracting consistent support data was slow and expensive.
With Tolto
Multilingual support done right
$10/agent/month
Unlimited translations, costs track headcount — not ticket volume. Add languages in minutes, not months.
AI Context Translation
Intelligent workflows that preserve customer intent and financial nuance — not just word-for-word output.
Glossary & Tone Controls
Locked terminology for financial terms and brand language ensures every translated response sounds like TapTap Send, across all 91+ languages.
100% inside Zendesk
325+ agents handle every multilingual conversation without leaving the platform. No tab switching, no data loss, no delays.
14-Day Free Trial
Business Impact
What changed when Tolto went live
Beyond the headline metrics, Tolto restructured how TapTap Send thinks about multilingual support — from a cost centre to a consistent, scalable capability.
Scale multilingual customer support globally
Reduce ticket resolution times by 40%
Support customers in more than 91 languages
Eliminate external translation workflows
Keep agents operating entirely inside Zendesk
Improve consistency of customer communication across markets
Maintain accurate financial terminology across languages
Improve cost predictability through fixed agent-based pricing
Eliminate uncertainty caused by volume-based translation costs
Simplify budgeting and operational planning as support volumes continue to grow
"The tool works well and the Tolto team are always on hand to support us with any queries, or deep dives. Thanks team Tolto."
TapTap Send Team
Ready To Replicate
Success Like
TapTap Send
?
Whether you're supporting customers across 5 countries or 50, Tolto helps your team communicate naturally in every language while keeping costs under control.
