Outcome
Vouched now resolves identity-verification issues faster and delivers clearer, more technical explanations to customers—directly inside Zendesk with Twig.

Background

Vouched.id provides AI-powered identity verification for high-trust industries like fintech, healthcare, and marketplaces. The platform handles sensitive onboarding workflows where accuracy, reliability, and compliance are critical.

The Customer Support team regularly receives highly technical questions—from document capture troubleshooting to edge-case verification failures, SDK behavior, and integration nuances. These inquiries often required deep product knowledge or engineering escalation.

Challenges

As Vouched scaled, the CX team ran into several recurring challenges:

• Complex identity-related questions
  Customers often asked for detailed explanations about why a verification failed, which signal triggered an alert, or how to configure SDK settings properly.
• Frequent technical troubleshooting
  Developers and ops teams reached out with issues involving API calls, response codes, image capture, liveness checks, and integration edge cases.
• High dependency on engineering and product
  Many support tickets required an SME to step in, slowing down time-to-resolution and creating repetitive work for technical teams.
• Slower responses inside Zendesk
  Reps had to jump between internal docs, engineering notes, Slack threads, and old tickets to craft accurate responses.

Vouched needed a way to give the support team instant access to verified, technical knowledge—right where they work.

Results

With Twig integrated directly into Zendesk, the Vouched team transformed how they handle technical support.

Instant, accurate answers inside Zendesk

Support reps can ask Twig detailed questions about verification logic, workflows, SDK settings, or error codes. Twig pulls from product docs, integration guides, engineering notes, and past ticket resolutions to produce accurate, ready-to-send responses.

Faster resolution of technical customer issues

Customers facing image upload problems, liveness-check failures, or inconsistent responses now receive fixes immediately—no need to escalate to engineering for routine issues.

Reduction in SME dependency

Many questions that previously required a product or engineering review can now be answered by frontline support using Twig’s knowledge.

Consistent, high-quality explanations

Twig ensures that customers get standard, compliant, and clear explanations for identity-verification outcomes—even complex ones.

Better customer experience and shorter SLAs

With fewer back-and-forth loops and instant access to technical knowledge, the support team closes tickets faster and improves overall satisfaction.

Vouched now handles identity-verification questions with greater speed, accuracy, and confidence—powered by Twig directly inside Zendesk.

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