MoonPay resolves customer issues in the channel customers started in.
MoonPay is a leading global financial technology company powering the crypto economy. With a focus on simple, secure, customer-friendly payment experiences, MoonPay supports millions of users worldwide and prioritizes chat and phone over email to deliver faster resolutions.
When we launched chat support, we didn’t have a way to collect files in a secure encrypted manner. The alternative was moving a customer from chat to encrypted email, and that process extends the resolution across multiple days as opposed to multiple minutes.
Secure file exchange inside live chat, not beside it.
When MoonPay launched chat support via Amazon Connect, they hit a critical usability gap: there was no seamless way for customers to share sensitive documents like IDs, bank statements, or receipts within live chat. The native Amazon Connect file upload did not meet MoonPay’s security requirements.
The team fell back on encrypted email for document exchange. It was secure but cumbersome: email escalations slowed resolution from minutes to days, customers were less successful sending documents, and agent workflows were disrupted by switching context between chat and secure email.
An embedded agent experience within Amazon Connect, role-based access to shared links and documents, and PII handling strong enough for KYC, fraud, and CX operations.
Embedded in Amazon Connect, in real time
MoonPay chose SendSafely for its seamless, embedded agent experience within Amazon Connect. Unlike encrypted email, SendSafely lets agents and customers exchange sensitive files securely and in real time, inside the live chat.
- Team 01KYC Operations
Manual review of customers who fail automated KYC checks. Sensitive files exchanged include IDs and passports, collected in-channel with role-based access controls so only intended recipients can open them.
- Team 02CX Operations
Support agents collect receipts, screenshots, and bank statements to resolve transaction-related inquiries — staying in the chat context rather than switching tools mid-conversation.
- Team 03Fraud Operations
Secure file exchange during manual investigations of flagged accounts, with secure PII handling for KYC documents, selfies with IDs, bank statements, and transaction receipts.
Real-time support, without the security trade-off.
Faster Resolution
Issues that once took days to resolve over email are now addressed in minutes, in the original channel.
Higher Satisfaction
Sustained NPS scores and improved resolution rates for chat, MoonPay’s highest-performing support channel.
Regulatory Confidence
Secure handling of sensitive data supports SOC 2, MiCA, and NYDFS requirements.
“SendSafely integrated seamlessly into our existing workflows, embedding directly into our support system so our team never has to navigate between tools.”
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