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Fintech is constantly evolving, and if you are not catching up, you will be left behind. One of the great ways to catch up is to ensure your customers are well taken care of. To do this, you must render a service that helps you begin and continue your journey with your customers on the right foot. You need to create an environment where your customers can feel safe and comfortable.

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As a fintech startup, you might already have in place some strategies to provide your customers with that great experience. However, I believe there is no end to knowledge. In this article, I will be highlighting some strategies to render a customer-friendly fintech service.

Accept feedback

The first step to rendering top-notch service to your customers is seeking and accepting feedback. Engage customer feedback mechanisms and collect feedback from them as much as you can. It will help you know what their expectations are of you. Chatbots, survey forms, and social media can be great resources here.

Use diverse languages

Gone are the days when apps and websites can go scot-free with only the English Language. A great way to connect with your customers on a deeper level is to make use of their languages. Especially when your service is cross-national.

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In fact, even if it is only within Nigeria, try to incorporate the major languages at least. Let there be a space where your users can change to their preferred language. This way, they feel more incorporated. Even if they all can understand English, there is nothing sweeter than having a service being provided in your own native language.

Improve your UI/UX

User Interface and User Experience cannot be separated from the strategies needed to improve your customer experience. Your fintech business probably has a mobile application. You can work on your UI/UX. We currently live in a largely visual world, which means that what people see determines their reaction to your business.

If your visual outlook is appealing and easy to use, your customers will certainly enjoy your service. There are so many problems in Nigeria and the world already, you wouldn’t want to add to that by making things difficult for your customers.

Have quality customer service

This is literally what your customers will hold on to when they interact with you. How is your current customer support system? You will have to establish a customer support system that caters to the needs of your customers. Have a system that responds quickly to customer complaints and queries within at least, 24 hours.

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You can use chatbots or live agents that can respond to messages and calls from customers. Also, make sure that these agents have the qualities of good customer representatives; not rude or inappropriate in any way.

Go social

This point cannot be over-emphasized. It is so important that your business is active on social media. Inasmuch as you may be applying chatbots or real humans to interface with your business via calls, text messages, or email, having social media platforms will go a long way. Your customers are on their phones each day, scrolling through their social media feeds. If they are able to reach you via social media, it will be a lot easier for them. This also brings that social vibe to your business.

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This article was first published on 13th June 2022


Chidiogo Shalom Akaelu holds a degree in English and Literary Studies, from the University of Nigeria. She is a freelance writer, editor and founder of Loana Press, a budding online publishing outlet.

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