Why does digital customer service matter for the fintech?

As the world turned digital, the fintech industry was ready to ride the wave. But there are now so many players in the digital space, there’s fierce competition to keep and acquire new customers.

The biggest reason fintech businesses struggle is the quality of their customer experience. To provide top-notch customer experiences, businesses need to have a customer support solution to keep customers loyal.

What is digital customer service?

Digital customer service is the support a company offers to customers via digital channels, like email, chatbots, and self-service.

While many companies still offer phone support, digital customer service is quickly gaining prominence. That should come as no surprise—during the covid-19, people turned to digital channels when in-person interactions weren’t possible.

Providing digital customer service is not enough. Fintech companies need secure and compliant customer experience solutions that earn and maintain the trust of consumers, merchants, partners and others through robust risk management and internal controls.

The problem facing fintech in digital customer service today

  • Highly repetitive tickets
    This will not only lead to long waiting time for customers, but also a heavy workload for agents. These requests should be resolved through self-service knowledge bases options.
  • Increasing number of tickets
    More tickets are coming in through new channels such as social media and messaging platforms. It will be difficult to scale the business to meet demand without investing in additional staff and new technology.
  • outdated system
    Existing infrastructure and customer service solutions were not meeting demand. For example, a company might have a help center, but that cost is expensive and difficult to maintain.

We know fintech companies don’t want to spend enormous amounts of money and time on complex, bulky systems. But they do need to constantly innovate and iterate on the customer service function to differentiate themselves from traditional financial services providers.

digital customer service

How can Zendesk help fintech build digital customer service?

Building a great financial service is hard, especially when you don’t have a direction. Here’s how Zendesk can enable you to create the experiences your customers deserve while keeping costs in line.

  • High ductility
    Zendesk can be extended with plugins, and can integrate third-party bots and platforms by using Sunshine Conversations
  • Free up agent
    Zendesk support and chatbots can free up agents from repetitive work and focus on customers who really need help
  • Easy to use, no extra cost
    Zendesk gives you robust out-of-the-box tools that don’t require coding or complicated setup steps, so your team can get started faster. And it doesn’t come with the high overhead costs

Zendesk makes it easier to do more with less.

Easy customization: Fintechs can easily scale, extend, and optimize with Zendesk as business needs change. Between our 1,000+ out-of-the-box integrations and powerful APIs, customers can bring all their critical data together in one place, with all their favorite apps. What’s more, fintechs can usually customize without the support of expensive outside consultants. That saves time and money.

Easy administration: The admin needs of Zendesk are minimal—unlike other platforms that require teams of expensive dedicated admins and developers. Rather than spending a lot of time trying to get the system to work properly, fintechs that use Zendesk enjoy a simple interface and robust reporting capabilities that can drive business insights.

Source by Zendesk

Demeter ICT – No. 1 Zendesk Premier Partner in Asia Pacific and Great China Region.
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