Case 3: Fintech

A leading fintech company offers a wide range of financial services to customers. With an extensive digital platform and network, the company's infrastructure is one of the most comprehensive in the fintech industry. The company offers a mobile app and online portal that allows customers to access financial information, manage accounts, and make transactions.

Situation

The company detected that customers were experiencing high levels of frustration and dissatisfaction when trying to access financial information and complete transactions. Customers expressed doubts about the value of engaging with the fintech company compared to using other financial services.

Impact

The Customer Effort Score (CES) dropped to an all-time low of 3.8. Critical compliance breaches reached 3.1% of daily interactions.

Resolution

The fintech company increased the average CES score from 3.8 to 5.6 by combining situational responses, financial information, and knowledge base into a real-time guidance panel.
The company also reduced critical compliance breaches from 3.1% to 0.5%.