Fintech startups have a real opportunity to transform how customers engage with the global economy, but the stakes are high. Customers need to feel they can depend on your app (and in a broader sense, your entire team) to provide a good experience, keep their money secure, and help them achieve their desired results. This is where customer service, and online customer experiences more generally, play an important role.
FINOM’s team started by analyzing the biggest pain points of their own customer support team. Looking at the log of their outbound calls, they discovered that they were missing one of the most important assets of all: a flexible VoIP solution. They understood that making manual calls is cumbersome and impractical, and that they needed to have a more modern approach to business communication.
As soon as the company expanded to other countries, it needed to overcome another obstacle: managing multiple agents operating from different locations at the same time. The inability to integrate with various marketing tools and make calls from a single source made everything difficult. Integrating enables a holistic view of customers and data, and their team was lacking both. Customer experience was vague and internal workflow unsteady.
Besides that, it is not enough to make a call. The data and analytics — that is where the key to success lies. They wanted to track how clients were moving through the funnel, what they were doing after calls, how much time they needed to take some kind of action after the phone conversation and, in the end, whether the call flow was gainful or not.