ABOUT
Thrivve transforms its customer support with Maqsam’s AI Agent, achieving instant, always-on service, zero missed calls, and a seamless, scalable support experience.
The Problem
Business growth is exciting until it starts to stretch your ability to stay connected with your customers.
That was the reality for Thrivve, a fast-growing platform serving a passionate community of users. Based in Riyadh and founded in 2020, Thrivve supports gig-workers and freelancers by offering flexible vehicle-leasing, instant payouts and fintech-services.
As their customer-base accelerated, their communication setup simply wasn’t built to keep pace. There was no inbound call system, no IVR, and no dedicated team to handle customer calls. When customers tried to reach them, most calls went unanswered or bounced between departments.
At the same time, customers were shifting toward chat as their preferred support channel. Managing both calls and chats manually was expensive, fragmented, and difficult to scale. Thrivve needed a way to serve every customer instantly without multiplying costs or team size.
The Solution
Thrivve turned to Maqsam to introduce an AI-powered customer service software capable of managing calls and escalating to agents over chat in real time.
In just ten business days, the teams built a conversational knowledge base designed to mirror the way customers naturally asked questions. Once live, the AI agent became the new front line of communication.
The Impact
The results were immediate. Thrivve went from missing most of its inbound calls to answering all of them. As inbound volume doubled, the drop rate hit zero, and outbound workload dropped by half.
Within weeks, the AI agent was handling every inbound call, and redirecting complex requests to WhatsApp when needed. It took over repetitive, first-line communication that once required a full-time team of 6 or 7 agents, freeing up teams to focus on strategic, high-value work like sales, retention, and customer success.
Customers noticed the shift right away. For the first time, they could reach Thrivve instantly. Satisfaction scores climbed to 4.5 out of 5, and app store reviews praised the brand’s responsiveness and reliability.
Inside the Transformation
Beyond the numbers, the change was cultural. The AI agent became a seamless part of Thrivve’s daily operations, and teams saw a visible change in focus and energy. The AI agent handled the repetitive work, while human teams concentrated on high-value tasks like sales and retention.
The team could also now update the knowledge base instantly and continuously improve it without external support, giving Thrivve full control of their support experience.
The Outcome
In less than two weeks, Thrivve built an inbound system that runs entirely on automation. Every call is answered and every customer gets a timely response.
Thrivve built trust, efficiency, and accessibility by transforming customer communication with Maqsam’s AI Agent.
The AI Agent now supports both the customer experience and the business strategy, helping Thrivve stay accessible, consistent, and scalable—without the need for expanding the team or stretching their budget.
Thinking about an AI agent for your business?
If your team is spending too much time on repetitive calls or missed opportunities, Maqsam’s AI agent can help you build a smarter, faster, and more scalable customer experience.
Start automating where you need it most, and let your team focus on driving growth.
Learn more about Maqsam’s AI solutions or book a demo today.
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