Fintech Customer Experience: How to Measure and Improve It + Tools

Customer Support Outsourcing for Fintech Companies

fintech customer service

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The 2008 financial crisis weakened people’s trust in traditional public banks and pivoted their attention towards the newer, fancier fintech revolution. It drives positive reputations, reviews, stock prices, employee satisfaction, and revenues. According to a Boston Consulting Group study, around 43% of customers would leave their bank if it failed to provide an excellent digital experience. This is not surprising, given that customers expect the same level of convenience and customer service from their bank as they do from other online businesses.

Because of how private, secure, and anonymous the fintech industry is, it can be difficult for customer success teams to accurately measure customer experience (or even know who their customers are). We proudly announce that Fusion CX has its foothold in 14 major countries, including the United States, UK, Albania, Morocco, India, Philippines, Colombia, Canada, El Salvador, Jamaica, Thailand, Mexico, Kosovo, and Indonesia. Our centers across 27 locations in these countries help us offer you global customer service solutions for Fintech companies at a cost-effective pricing model.

This facet also liberates customer service agents, allowing them to address more intricate scenarios. A sophisticated self-service banking system can optimize your  customer service fintech approach by reducing ticket volume, wait times, and customer frustration. Consumer demands that have transformed other sectors are putting pressure on financial services providers to improve service delivery. Customers expect to be able to conduct business on their own terms, when and where it’s convenient for them, using whichever device they prefer—and they’re willing to switch providers for a more effortless experience. Financial institutions that have relied heavily on fees and aggressive product sales will need to shift strategies. To become profitable in the Age of the Consumer, providing a high-quality customer experience is the competitive differentiator and the key to sustained growth.

Startups benchmark data shows that fast-growing startups are more likely to invest in CX sooner and expand it faster than their slower-growth counterparts. Every back-and-forth conversation you have with your customers adds up over time, creating a trusting relationship where your customers feel confident working with you and can manage their money with less hassle. Fintech startups have a real opportunity to transform how customers engage with the global economy, but the stakes are high. If you’re ready to invest in quality support and see results fast, talk to our team about which option is best for you.

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The idea is to reduce customer effort and create a seamless experience that is never interrupted. For example, fintechs that offer digital wallets contribute to a seamless customer experience, simplifying procedures and facilitating online commerce. Unless having virtual assistants’ customer onboarding flows is the norm in your company, you’ll want to build a tech stack that can help you improve fintech services through the power of segmentation, automation, and integration.

We blend innovation with practicality, crafting digital products and services that stand out for their quality, efficiency, and speed. Our expertise spans web and mobile app development, data science, AI/ML, DevOps, and more making us your go-to partner in the digital realm. We prioritize flexibility and scalability, crucial for adapting to project demands. Helpware’s outsourced microtasking solution includes the people, technology (integrations + automation), and platform to deliver the highest volume and most accurate tasking solution.

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The digital transformation that has been rapidly evolving other sectors has been slower to gain a foothold in traditional financial institutions. Fusion CX’s customizable and reliant customer service outsourcing for financial technology companies will help you take control of customer experiences and elevate your service deliveries to the next level. It empowers businesses to deliver a seamless and personalized customer experience, improving customer satisfaction and loyalty across all touchpoints.

Customer demands are evolving, including the desire for greater personalization. Employing the human touch will help exceed customer expectations and improve customer retention. And seventy-three percent of consumers are likely to switch brands Chat PG if they don’t get it. Prioritizing customer care will improve the chances of customers remaining loyal. And with customers having a plethora of options, customer service in FinTech has now become both a differentiator and a growth accelerator.

Turn the people who know your business best into brand advocates with head-turning reward programs and impressive customer service. As the saying goes, “you’ve gotta spend money to make money.” As a fintech startup, you probably feel the truth of this statement more than most, and it’s definitely true for customer experience. If you’re a fintech startup wondering what your next move should be, then read on. Below, we have a few tips for how fintechs can improve their customer experience. We work with innovative FinTech companies that are revolutionizing the financial industry.

Your ability to provide immediate assistance and customized solutions to your customers will give you a massive competitive advantage in an industry flooded with fintech startups. Customers have lost trust in the financial industry, but fintech startups are changing the narrative. Whether it’s voice, mail, or chat, we’re committed to giving your customers the highest level of care possible.

From addressing security concerns to simplifying complex transactions, these stories showcase the innovative solutions and unwavering commitment to customer satisfaction that set the fintech industry apart. To carry out customer onboarding, it is recommended to focus on Chatbots, AI, and improved Fintech customer service to answer simple questions without overlooking human interaction to increase customer empathy. Banking customers in different markets consume content differently, which influences the entire customer journey, customer expectations, and even the graphical user interface design of a mobile banking app. Financial technology (Fintech) companies create new value for consumers by focusing on customer experiences through technology. As you can see, there’s no shortage of feedback collection methods, customer experience strategies, and software solutions you can use to provide a better experience for those using your financial products.

Glia named 2024 Best Place to Work in FinTech for Third Year – Martechcube

Glia named 2024 Best Place to Work in FinTech for Third Year.

Posted: Wed, 08 May 2024 16:00:46 GMT [source]

Our team stores and secures data according to the PCI and SOCII standards.Today’s interconnected and platform-driven world is transforming the definition of services and experience. Regardless of task type or interaction, we empower the absolute best in “people as a service.” We are that critical human connection within your loop of technology, communication, and services. You want a secure solution that uses modern technology, protects users, and meets industry regulations while creating customer satisfaction and loyalty.

The wave of digital transformation has dramatically hit the finance sector, making FinTech companies evolve significantly and are under immense pressure to offer customers something better. Qualified startups can get Zendesk customer support, engagement, and sales CRM tools free for 6 months. Support customers reliably as they navigate your financial products and tools.

Implement a resource center to provide 24/7 support

Read on to learn why customer service is so important to building trust between fintech startups and their customers–and how it can benefit your bottom line. Guidelines are particularly indispensable for geographically dispersed teams, unifying diverse team members through shared key performance indicators and procedural standards. Such guidelines fortify your  customer service fintech team’s ability to deliver contextually appropriate, personalized support.

fintech customer service

According to HubSpot, 90% of customers consider an “immediate” response to their service queries as highly important. Defining response time objectives forms the initial stride towards ameliorating this crucial metric. Move beyond traditional chatbots for customer onboarding & customer service in fintech. Choose App0 to launch AI agents that guide customers from start to finish via text messaging, to fully execute the tasks autonomously. Helpware’s outsourced content control and verification expand your security to protect you and your customers.

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The evolving demands of customers underscore a burgeoning desire for personalized interactions. Infusing human warmth into interactions surpasses expectations and bolsters customer retention. Global Banking and Finance Review highlights the challenge faced by fintech customer experience firms to “retain the human touch” as they refine their technological arsenals. Salesforce affirms that over 75% of consumers anticipate a harmonious experience across multiple channels for customer support. Alarmingly, 73% of consumers admit to contemplating brand switches when this expectation is unmet.

  • If you look around the internet, you will find outsourcing customer service solutions for Fintech companies in various ranges.
  • We go beyond customer service, data security, marketing, technology, and analytics support to bring a culture that increases your customer satisfaction and growth.
  • Rather than building and implementing its own on-premise solution, the client wanted to partner with a digital company that could provide a customized, high-quality, cloud-based Salesforce contact center solution.
  • Fusion CX’s customizable and reliant customer service outsourcing for financial technology companies will help you take control of customer experiences and elevate your service deliveries to the next level.

Thanks to our hybrid (virtual and onsite) teams we help you do it efficiently and affordably. Customer experience in banking includes seamless online and offline interactions, efficient transactions, accessible customer support, and user-friendly digital interfaces like mobile banking apps. Customer experience in fintech refers to the overall impression and satisfaction a user has while interacting with financial technology products and services, focusing on ease of use, efficiency, and personalization.

It has become so crucial that around 70% of customers expect a company’s website to include a self-service application. The fact that most fintech companies deliver an unremarkable customer experience means the competition is tough for startups. Yet, you have immense potential to stand out from the herd and become the go-to fintech company by delivering an exceptional customer-centric experience. This is where customer service, and online customer experiences more generally, play an important role.

This shift underscores the evolving customer preferences and the growing significance of maintaining consistent, history-rich conversations with customers. Chances are high that your customers will frequently have ongoing inquiries about their accounts. They’re driven by the desire to optimize their financial decisions and ensure they’re making the most of their investments. Driving up to 80% savings in operational and capital costs while enhancing customer experience. With tech changing at a rapid pace, your strategy around digital transformation is a key factor to expanding your brand and securing market share.

And that’s good, because we’ve got some of the most powerful tools available to help us put customer – and agent – happiness at the center of everything we do. People do better when they feel happier, and that motivates them to learn more, develop skills, and strive for the best. In the year 2020, small and medium-sized businesses (SMBs) experienced a substantial uptick in messaging volume. This included a 55% rise in WhatsApp messages, a 47% surge in SMS/text messages, and a 37% increase in engagement through platforms like Facebook Messenger and Twitter DMs.

The earlier you provide a personalized customer experience, the better your first impression of new signups will be. Having a Customer Effort Score (CES) survey pop up at the end of each interaction or milestone is a way. You can foun additiona information about ai customer service and artificial intelligence and NLP. It helps you understand how much effort a customer had to expend to complete their goal within your financial services ecosystem.


An example of customer delight in banking is when a bank offers a surprise loyalty bonus to a long-standing customer, exceeding their expectations and creating a positive emotional response. Contact centers can use the tool to determine whether consumers are neutral, dissatisfied, or satisfied during talks by analyzing the sentiment of customer interactions. Convin can significantly benefit the fintech industry by improving customer service in several ways. Let’s explore the key elements that define the best customer experience in FinTech and provide great customer experience examples of companies that excel in these areas. Offering an omnichannel customer experience is essential to keep up with the needs of today. In the world of personal finance, consumers increasingly demand easy digital access to their bank accounts, especially on mobile devices.

This is especially problematic for critical notifications concerning account activity. The challenge lies in ensuring that customers promptly receive important updates. Our ability to bring needed experts around the globe drives economies of scale.

Today’s FinTech companies need to deliver services reliably, which will create trust with their customers and give them a superb customer experience. A decade has passed since the start of the worst global financial crisis in history. Banks and financial institutions have yet to fully recover—most report an average return on equity that is well below pre-crisis levels.

Elevating the priority accorded to customer care heightens the likelihood of customer loyalty. Consequently, delivering impeccable customer service is no longer an option but a necessity for fintech customer onboarding & experience platforms. It’s instrumental in assisting customers, mitigating complaints, fintech customer service delivering tailored experiences, and enhancing the overall customer journey. Rising customer expectations and shifts in behavior have prompted fintech customer experience entities to step up their game, prioritizing a customer-first mindset to remain competitive and aligned with evolving needs.

  • This reservoir of feedback is instrumental in refining your  customer service fintech journey and experience.
  • Here are some questions you should address in your social media customer service brand guidelines.
  • You can rig your surveys to be sent periodically like most types of NPS surveys or trigger them after specific events (e.g. after customer onboarding or their first transaction within a trading and lending services platform).

Learn about alcohol regulations throughout the United States such as; credit terms for payments, invoice retention, age to sell & serve alcohol, and delivery laws to consumers. Read continuous updates on ways technology is revolutionizing the alcohol industry. Prioritizing PCI DSS (Payment Card Industry Data Security Standard) compliance and attaining certification is foundational. Meeting the stipulated requirements of PCI DSS standards is imperative for obtaining certification.

Their experience with your brand should be secure, supportive, and efficient, which is why we use innovative solutions and our awesome brand of human touch to make it so. Leveraging customer relationship management (CRM) tools such as Juphy enables holistic tracking of key performance indicators (KPIs) encompassing overall and social media performance. Prioritizing queries based on urgency and importance permits tailored and effective responsiveness. Streamlining responses through templates aids in addressing routine inquiries, ensuring that more intricate issues receive personalized attention. Having set the stage, let’s delve into a collection of premier tips designed to refine your customer service fintech offerings, fostering heightened customer loyalty and satisfaction.

In the digital era, if your FinTech company or a startup needs to deliver a highly positive customer experience, this blog will help you change gears and march toward providing better, more customer-centric approaches. There’s so much to get excited about with FinTech, with all of it’s changes, possibilities, and growth opportunities. We’re just as thrilled about it as you are, so we’re ready to give you the best possible CX for your customers, that blends compliance, security, and trust, with a tech-savvy, people-first culture. Whatever the FinTech journey holds for your business in this ever-evolving landscape, we’re ready to give you and your customers the experience you dream of. Looking to reduce the back & forth communication during fintech customer onboarding & service? Request demo with App0 to know AI can help fintech reduce the time taken to onboard customers and resolve customer queries using text messaging & AI.

Fintech includes different sectors and industries, such as education, retail banking, nonprofit and fundraising, and investment management, to name a few. For instance, you can segment customers who express dissatisfaction, irritation, or confusion when responding to one of your CES surveys. Streamlining your business and back-office processes to drive greater efficiencies and performance. Falling short in any of these areas can result in diminished trust and loyalty or the loss of a long-tenured connection.

fintech customer service

We have some of the best customer and employee retention rates in the industry. When it comes to money, supporting your customers with genuine, human support is crucial. To contact our support team or sales experts, simply fill out the form below or drop us an email at [email protected] or [email protected]. Whether you’re an existing customer with a question or a prospective client eager to learn more about our services, we’re here to assist you every step of the way. Traditional methods of sending notifications via email or SMS may not guarantee timely visibility to customers.

The paradigm shift from conventional banking to fintech introduces an innovative perspective on customer support for financial institutions. In contrast to the limitations of traditional in-person banking, fintech support services wield a superior edge. Their hallmark attributes include agility, the provision of personalized assistance, and around-the-clock availability, even in remote contexts.

Data suggests that over 69 percent of people prefer to resolve issues independently before contacting customer support. While some companies are shaking up the financial sector as they live and breathe customer support, many fintech startups still need help to perfect the customer service side of their business. A pivotal dimension of exemplary  customer service fintech is prompt responsiveness. An increasing number of customers anticipate near-instant access across a variety of communication avenues.

Fintechs also review credit by streamlining risk assessment, speeding up approval processes, and making access easier. All this allows consumers, investors, banks, and various associations to have a complete vision of the processes of acquiring goods and avoid possible risks. Because these messages are triggered as customers use the product, they’re able to provide contextual help. No matter which team member is solving a complaint, every customer will be able to gain a similar experience if brand guidelines are established and followed within your team. Brand guidelines are essential for distributed teams as it holds all team members to establish similar KPIs, such as conversations per hour or time to resolve an issue. Increasing customer expectations and changing behaviors have forced FinTech to bring in their A-game to meet customer needs and stay competitive with a customer-first mindset.

Payment collection can often be a massive challenge for fintech companies as it can potentially ruin customer relationships if not handled efficiently. By outsourcing fintech services to Fusion CX, you will maximize regular payment collections while also improving customer relations through efficient follow-ups and after-sale support. Moreover, integrating all social media platforms in a single inbox can help your team promptly provide consistent customer service, irrespective of the channel they prefer to communicate. Here are some questions you should address in your social media customer service brand guidelines. Improve your customer service strategy with self-service banking technology that enables you to help your customers help themselves while reducing ticket volumes, wait times, and customer frustration. We’re in the relationship business – from our relationships with our partners, to our reps’ relationships with your customers.

Fintech companies are redefining financial services, and their commitment to exceptional customer service is a cornerstone of their success. In this series of scenarios, we will explore five real-life situations where fintech companies have gone above and beyond to provide outstanding service. Fintech companies that prioritize these elements can earn the trust and loyalty of their customers, setting them apart in a competitive market and ensuring long-term success. In the fast-paced and highly competitive fintech industry, delivering the best customer experience is paramount for sustained success. Good customer service extends beyond merely addressing customer issues promptly; it encompasses a holistic approach to fostering trust, satisfaction, and loyalty. From handling general inquiries to assisting with sales and subsequent onboarding, our customer support outsourcing for fintech companies will guide your customers through it all.

With that said, let’s move forward to the best tips to help you fine-tune your customer service offerings and increase customer loyalty and satisfaction. FinTech support offers customers enhanced convenience, experience, transparency & choice by alluding them to modern and intuitive interfaces and personalized customer support and expertise. Financial technology, or FinTech, is emerging as a game-changer and is changing the narrative around customer support for financial institutions. Rather than building and implementing its own on-premise solution, the client wanted to partner with a digital company that could provide a customized, high-quality, cloud-based Salesforce contact center solution. Our call center representatives are equipped with an advanced tech stack and empathy to seamlessly handle both incoming and outgoing calls.

fintech customer service

According to the Fintech Association of Consumers (FAC),  an astounding 87% of customers consider excellent customer service as a vital factor when choosing a financial technology (fintech) provider. This eye-opening statistic, underscores the growing significance of delivering top-notch customer service in the fast-evolving landscape of fintech customer experience. As we navigate through 2023, where innovation continues to reshape the financial industry, mastering the art of exceptional customer service has never been more crucial. In this blog, you’ll explore the ten most effective strategies that are poised to elevate your fintech customer service game and foster lasting customer relationships. From leveraging AI-powered solutions to embracing a personalized approach, get ready to embark on a journey towards unparalleled customer satisfaction and business success.

FinTech customers demand data security, risk mitigation,  support, and quality. We go beyond customer service, data security, marketing, technology, and analytics support to bring a culture that increases your customer satisfaction and growth. In all these scenarios, the key to excellent customer service in the fintech industry lies in being responsive, transparent, and solution-oriented. Fintech companies should prioritize customer satisfaction and continuously improve their processes to provide the best possible customer experience. Self-service capabilities have an integral role in financial customer satisfaction, as they empower clients to independently troubleshoot, thus circumventing unnecessary interactions with support personnel.

Customer onboarding is essential for the Fintech customer experience, as it helps new users to find themselves in the financial services ecosystem. The fintech sector has developed new technological tools to improve the customer experience, which makes the traditional model of the financial-banking sector obsolete. Make sure your customer engagement has a human touch and delivers personalized customer service. Empower them to move seamlessly between channels, but don’t prescribe the journey. Customer service response time is the average time your company’s support team takes to respond to a customer’s request or complaint ticket via contact form email, social media DM, live chat, or any other channel. Hence, improving customer satisfaction in financial services is key to boosting customer loyalty.

By leveraging AI solutions, fintech companies can better serve their customers and remain competitive in a rapidly evolving industry. The fintech industry is transforming the financial services environment with its innovative and technology-driven approach. By improving the customer experience, fintech companies create personalized services, innovative products, and streamlined functionalities that outperform traditional banking offerings. Notably, Oracle reports that a staggering 80% of customers employ digital channels to engage with financial institutions, while 66% consider “experience” pivotal in selecting payment and transfer services. Trends reflect that nearly 95% of customers deploy three or more channels during a single brand interaction. Consequently, adeptness in delivering an omnichannel customer experience, enabling seamless transactions and service through preferred digital platforms, becomes paramount.

A recent study by PwC concluded that around 86% of customers considered leaving their bank if it failed to meet their needs. Public banks are still working to regain trust after the 2008 financial crisis, and younger generations are increasingly putting their trust in tech over traditional banks. Check out this conversation with Novo, a fintech startup working to improve business banking.

Our primary objective is to make things easier for your customers to handle your financial services with passionate and proactive interactions, creating personal connections to boost customer experiences. With our customer experience management for fintech apps, you will never again miss out on the massive opportunities that positive customer experiences can bring to the table. We provide front office, back office, and market strategy outsourcing to elevate your brand above the competition. Our support allows you to focus your time and resources on driving innovation and digital transformation to stay ahead of the competition. In addition to delivering high-quality customer experiences, we provide the capability to scale.

Present-day customers are increasingly less forgiving if their expectations are unmet. A recent PwC study discovered that approximately 86% of customers contemplate switching banks if their requirements aren’t met. When outsourcing customer service solutions for Fintech companies, you should find a provider that is professional, patient, and work with a customer-first attitude. Customer service outsourcing for financial technology companies is a broad term that varies from industry to industry. So, make sure your global Fintech solutions outsourcing partner has relevant industry experience, complies with necessary regulations, and provides clear communication. Customer self-service is paramount to customer satisfaction in financial services as it allows customers to avoid unnecessary interactions with customer support and solve issues independently.

Therefore, it has become imperative for FinTech to provide quality customer services to help customers, reduce complaints, deliver personalized experiences, and improve overall customer experience. With so much to be developed and solutioned, we implemented an Agile way of working, constantly demoing the project for the client to gather and implement feedback. Around 40% of customers employ multiple channels for addressing the same issue, and a substantial 90% seek consistent experiences across diverse platforms and devices. Ensuring uniformity necessitates alignment among various departments, encompassing call center agents, sales teams, and marketing professionals. Crafting response strategies for assorted customer-related concerns within these guidelines is pivotal, contributing to cohesive experiences.

Userpilot is a product growth platform used to create a seamless customer experience from onboarding to upselling. Because it’s near-impossible (and extremely cost-prohibitive) to have human agents available every minute, every day, and in every time zone, creating an in-app resource center is the next best thing. Juphy significantly focuses on customer support with the right tools and customer-focused features that set your team up to attend to customers easily and quickly, boosting customer satisfaction and retention in the long run. Juphy is a highly recommended, top-rated, and powerful social customer service management tool that you should have in your social media customer service arsenal. Omnichannel customer support equips your financial company with all the required tools to help different types of customers, which allows you to customize the customer journey. Here is a list of the best customer service strategies that your fintech company needs to sustain and thrive in the already competitive fintech landscape.