Why every Fintech needs a CRM for customer support and Sales
Updated: Feb 17
Financial tech has one of the most extensive needs for customer support. Having previously worked in a Fintech (a small one at that), we had over 100 support queries on a given day. Now I can only imagine what the larger fintechs go through.
To give more context, every Fintech will have problems with clients complaining about failed payments, payment errors, etc. And because these queries are, in most cases, about people's money, they come with high-flaring tempers.
What you need to know about managing Fintech support queries:
Customers use any channels to communicate with your Fintech. Some will use Twitter, and others DM on Messenger, Instagram, WhatsApp or email. I understand that internally you may have your own preferred channel of communication, but most times, clients may not know that. No matter the channel they use to communicate, their query is essential.
Customers, in most cases, come when they are furious. In most cases, some may even come threatening how you stole their money, especially the new clients. No matter how little money each client is paying, handle them politely. As the old saying goes, don't fight fire with fire.
With a higher volume of transactions, expect more support queries coming in. People are human; expect ignorance, fraud and more. The more you grow, the more support needs you will have. Have that at the back of your mind.
Why would every Fintech need a CRM?
PS: test run the MonkeyPesa CRM via the link: monkeypesa.com
To manage the support queries at scale. Imagine getting 50 legitimate questions a day. That would translate into about 1500 queries coming in from several channels. Something is bound to break without a tool to manage all those queries.
For support team management. The easiest way to track how each of your support reps is doing is by simply generating.
To generate trend reports. To help you measure what's working and what's not. Which sales rep is yielding results, and who isn't? This is where analytics come in handy.
Integrate with sales and marketing with ease. Because sales and marketing teams also use CRM software, sales-related queries can easily be assigned to sales reps.
When building a CRM for sales and support staff, the best solution built by founders who were in the same space by far is MonkeyPesa.
Let's schedule a call and have a chat about how we can be of help. Book a meeting via calendly.com/monkeypesa