Building a Customer Support Function in FinTech, for the First Time, During a Pandemic by Francey Forster Moves Financial

fintech customer support

Fintech companies offer many unique services that in-person banks don’t have. With an improved customer experience, fintech companies can outperform the competition with in-person banks. While many companies still offer phone support, digital customer service is quickly gaining prominence. That should come as no surprise—during the pandemic, people turned to digital channels when in-person interactions weren’t possible. And with the rise of Millennials and Gen Z, there are more and more digital natives.

How the customer experience has been transformed by fintech – Finextra

How the customer experience has been transformed by fintech.

Posted: Tue, 12 Sep 2023 07:00:00 GMT [source]

If the majority of them come across negative feedback about your business, it can quickly tarnish your reputation. Keep in mind that a company with a poor reputation can face financial difficulties and may even go out of business swiftly. Nowadays, there are online platforms and forums where people share their thoughts and user experiences.

Successful Fintech Customer Service Strategies For US Market

Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development. In the competitive landscape of fintech, delivering exceptional customer support is paramount to enhancing your company’s reputation and surpassing competitors. In this piece, we’ve shared insights and strategies rooted in our extensive experience, illustrating how to elevate the level of support you offer. Fintech startups in the USA must offer seamless customer interactions across multiple channels.

  • By implementing these strategies, fintech companies can create a customer service culture that is responsive, efficient, and customer-centric.
  • Investing in training and education for customer service representatives is essential to ensure they can provide accurate and helpful information.
  • Automated customer service plays a crucial role in helping fintech startups predict and prevent customer churn.
  • Customer service teams must stay up-to-date with these changes and be ready to assist customers with any new functionalities or updates.

This not only decreases reliance on support agents for handling basic inquiries but also encourages customer feedback. Customers can now find solutions to common problems without having to wait in long queues or spend time explaining their issues to a support representative. With our omnichannel services, customers can easily connect with us through social media and get the help they need for their business. Automated customer service tools significantly improve the overall user experience for businesses and fintech companies by streamlining the process of finding information and resolving issues. With self-service options readily available, customers in the business sector no longer have to navigate complicated phone menus or wait for email responses from fintech companies.


Whether it’s addressing routine inquiries or resolving complex problems, these systems are designed to provide efficient solutions. By automating certain processes and leveraging artificial fintech customer support intelligence, fintech startups can reduce response times significantly. This not only helps in resolving customer issues quickly but also minimizes any negative impact on their brand image.

  • Our solutions will help you eliminate manual work and use data-driven insights to grow your business.
  • Remember, these strategies aim to enhance the customer experience, but their implementation should always align with the company’s mission, resources, and audience preferences.
  • Traditional customer service usually involves reactive measures — answering queries, resolving issues, and providing support when customers reach out.