Our 12,000+ merchant network is constantly evolving to grow their businesses, necessitating a partner who not only solves problems but also learns about their needs to drive product improvements and surpass expectations. At Financeit, our customer service team is at the forefront of this growth, gathering crucial insights from customer interactions to refine our communication strategies and enhance the user experience. Dive into stories showcasing our team’s commitment to our merchants, which shapes our products and also cultivates mutual growth.
Our customer success team ensures borrower and merchant satisfaction through a multifaceted approach. Our agents undergo thorough training, including quality assurance checks and feedback loops, ensuring they’re well-equipped to address diverse needs effectively. We conduct regular surveys among merchants and borrowers to gauge satisfaction levels, while also monitoring other feedback channels. Timely assistance is a priority, with our team striving to resolve issues promptly and take ownership of resolutions from start to finish. Moreover, we emphasize an empathetic approach in our interactions, recognizing and addressing the unique challenges our customers may face.
The team handles roughly 1,000 merchant interactions on a weekly basis by phone and through email. Additionally, they manage over 4,000 emails and calls per week from borrowers, with an overall customer service rating of 90%.
The front-line call center team at Financeit has played a pivotal role in shaping product enhancements through invaluable insights gained from customer interactions. By identifying and addressing customer pain points, we’ve pinpointed areas for improvement within our products. Furthermore, their feedback on user experiences, coupled with insights gathered directly from our customers, has guided us in streamlining processes and enhancing interfaces to ensure a seamless user journey. Additionally, the team’s input on communication and training materials has led to clearer, more effective customer-facing communications, reducing confusion and inquiries. Their assistance in clarifying common customer queries has provided crucial feedback for refining messaging and preemptively addressing concerns. These collaborative efforts at Financeit have significantly influenced our product development strategy, ensuring that our offerings are not only efficient but also user-friendly, well-communicated, and continually refined based on real user experiences.
As the customer support team evolved, so did a new initiative designed to support our customer base with the concierge program. Our concierge program is a collaborative effort across various operational departments. Underwriters, Funding, Customer Service, Risk Management, Collections, and Sales teams come together daily to ensure the seamless delivery of top-tier service to concierge merchants. This synergy among departments is the driving force behind the success of the concierge Program. Each team plays a vital role in providing personalized assistance and addressing the unique needs of concierge merchants. From assessing credit risks to resolving customer inquiries and facilitating smooth transactions, every department contributes to creating a holistic and enriching service experience. The spirit of collaboration within Financeit’s Operations fosters a culture of excellence and ensures that concierge merchants receive the highest level of care and attention. Through shared goals, open communication, and mutual support, these departments work in harmony to uphold Financeit’s commitment to service excellence.
This program is meticulously designed to offer concierge merchants a tailored and elevated service experience. It is more than just a service offering—it’s a promise. It’s a promise to prioritize the needs of our merchants, to exceed their expectations, and to build lasting partnerships based on trust and mutual respect. Through continuous innovation and unwavering dedication, Financeit’s concierge Program sets the standard for service excellence in the financial industry. Through a dedicated phone line and custom email address, Financeit provides merchants with direct access to tailored assistance and support. The Enhanced Concierge Program goes a step further, offering advanced features and exceptions. This shows Financeit’s commitment to going above and beyond to meet the needs of the partners.
Financeit’s dedication to customer satisfaction and innovation is evident in our comprehensive approach to service excellence. By continuously refining our strategies, collaborating across departments, and prioritizing personalized experiences, we strive to exceed expectations and build enduring partnerships with our valued merchants. If you’re looking for a financing partner with first-class merchant support, click here to sign up: https://www.financeit.io/
Thank you to Sandrine, our Concierge team manager and Kevin from our Customer Support team for your contributions.