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A help desk that includes a self-service portal with a knowledge base turns out that a huge percentage of customers ask or complain about the same thing and a good self-service portal, intelligently thought out with answers triggered intelligently so that the customer finds a solution to your problem without needing a human to answer. If the above is implemented well, doubts can be resolved upon first contact. And resource optimization can be achieved without losing personal contact. Quickly accessible common information, configured by individual preferences.

For example: rates, password recovery, claiming improper charges, product and service benefits, quotes, real-time branch locations. Have a team of “user advocates” on staff whose role is to constantly live the customer journey, simulate use cases, put the customer Digital Marketing Service at the center of the activity, ensure innovation processes and the form of relationships are evolutionary. and that the client perceives the benefits of technology at their service, not the opposite as often happens, where it is the technology that rules over users and clients, making their lives difficult.



Intelligent use of automated agents and chatbots where specialists in customer journey processes put together real conversation and response flows, based on real customer use cases. considerations to validate your customer service Here is a quick checklist of things that you can validate in your customer service plan in your Fintech: What is the average response time for customers who ask you a question through digital channels? If you already measure it, establish the objective for each quarter and have a taskforce (multitasking) to achieve it.