Many banks and financial institutions have gained a reputation for providing subpar customer service. From long wait times, lack of empathy, or human error, there are many reasons why people might feel disgruntled about the customer service they receive from their bank.
However, fintech companies have an opportunity to change the course. In fact, delivering exceptional fintech customer support is more important than ever.
Think about it: In addition to handling your money, fintech companies handle your personal and sensitive data. Not only do you expect human, empathetic support, but you also expect to be able to trust the companies that hold your money and data.
One way to build trust is to deliver world-class support. On the other hand, a poor support experience breaks trust, and it’s really hard to gain that back. So, if you work at the intersection of finance and tech, you must take fintech customer support seriously.
In this article, we’ll explore what fintech customer support looks like, discuss the importance of a fintech call center, and examine common challenges and best practices for providing fintech customer support and improving customer satisfaction.
What is fintech customer support?
Fintech customer support is the specialized assistance provided to users of financial technology products such as mobile banking apps, digital wallets, investing platforms, and payment processors.
As with any other tech product or service, fintech customer support agents must become experts in the field. They must go through proper training to understand financial concepts and the technical intricacies related to them.
To build an effective fintech customer support strategy, you must understand your customers’ expectations as well as your agents’ knowledge and capabilities. Here are some of the common things customers expect when it comes to fintech support:
- Your customers expect your support team to consist of financial and technical experts.
- They expect your company to adhere to regulations.
- They want your team to be empathetic when they reach out with an issue.
- A high level of transparency is expected to ensure that pending risks are mitigated.
- Efficient service is always expected, particularly when an issue with their money arises.
Now, let’s look at the importance of fintech customer support.
Why good fintech customer support matters
Whether you outsource fintech customer support or hire a team in-house, there are many advantages to investing in building a quality support team. Whatever approach you use, you should understand the benefits and challenges of building a world-class customer support organization.
Boosts customer satisfaction and loyalty
Fast, helpful responses build trust, especially when users are dealing with sensitive financial issues. When customers feel valued and secure, they’re far more likely to stick around and recommend your platform to others.
Builds stronger customer relationships
Fintech customers don’t want canned responses or a maze of phone tree menu prompts. They want tailored and personalized help that actually solves their problem. Personalized support means agents understand the users’ history, needs, and preferences. Whether it’s helping with a transaction issue or guiding someone through onboarding, this level of support shows people you care and builds trust.
Meets customers wherever they are
The best fintech support teams are committed to offering an omnichannel experience. Whether it’s chat, email, phone, or social media, you should be prepared to pick up the conversation where it left off. A true omnichannel support strategy reduces friction and shows users you respect their time and preferences.
Sets your brand apart in a crowded market
In 2023, fintech companies had a market cap of $573 billion, twice as much as in 2019. Needless to say, there are a lot of fintech companies out there, and standing out from the crowd is one of the keys to success. Providing exceptional service shows you care about the user and customer experience, and it builds a reputation that can drive growth through word of mouth.
Challenges of fintech customer support
Building a good fintech support operation doesn’t happen overnight. It starts from the top down. Everyone from the CEO, middle management, and individual contributors must be brought into the idea of creating a customer-centric organization. That’s no small feat, and even then, there are many challenges to building and scaling a world-class fintech customer support team.
Security in support systems and customer data
Security is a non-negotiable in fintech. Support agents must be able to recognize fraud, safeguard sensitive data, and operate within strict compliance frameworks. A single misstep can lead to data breaches or account takeovers, damaging both customer trust and your brand’s reputation. Ongoing training and clear protocols are essential to maintain a safe and compliant support operation.
Scaling support as your business grows
As your fintech business grows and you acquire more users, your support team must scale in parallel. That includes hiring more agents, adopting the right tools and technology, and maintaining effective workflows. If you don’t scale your support as the rest of your company grows, you’re going to fall behind, and that can be detrimental to success.
If you’re struggling to meet support demand or would rather not manage scaling issues in-house, outsourcing is a viable option worth considering. Partnering with an outside support team means you can scale up or down as needed.
The complexity and cost of agent training
Fintech support requires more than basic troubleshooting. Agents need to understand financial products, compliance rules, and technical systems. Training takes time and resources, especially when dealing with high-stakes technical issues. Partnering with an experienced outsourcing provider can ease this burden by sharing training responsibilities and reducing onboarding time.
Managing data access and preventing breaches
Support teams often handle sensitive customer data, which introduces some risks of data breaches. Without strong internal controls, access restrictions, and regulatory awareness, the chances of a data incident increase. Whether support is in-house or outsourced, strict guidelines and ongoing training are critical to minimizing risk and protecting your customers.
7 fintech customer support best practices
While there isn’t a one-size-fits-all approach for building a fintech customer support organization, there are some common best practices that can be applied to your business to ensure your fintech customer support strategy thrives.
Fintech customer support best practices
1. Prioritize security
Trust is the foundation of any fintech company, not just with money but also with sensitive information like passwords, account access, and personal data. Your support team plays a crucial role on the front lines of that trust. They’re often the first to interact with users during high-stress situations, and they must be equipped to recognize threats, follow strict protocols, and handle data responsibly.
What you can do: Invest in secure systems, role-based access controls, and regular training to ensure your team can confidently protect customer information.
2. Offer self-service and omnichannel options
Not every user wants to talk to an agent, and they shouldn’t have to. A well-organized help center, with FAQs and technical docs, can deflect a lot of those questions from hitting the support inbox. AI chatbots can even solve simple issues on their own, giving customers instant resolutions no matter the time of day.
For customers who do need human assistance, omnichannel support lets them choose the most convenient path. Whether that’s chat, email, phone, or social media, omnichannel ensures continuity across channels without making users repeat themselves.
What you can do: Add a smart search bar to your help center so users can quickly find relevant answers or get connected with a human agent.
3. Provide 24/7 support coverage
Financial problems don’t wait for business hours. Offering round-the-clock support ensures users get help exactly when they need it. This is especially important if you service international customers or plan to scale globally, but it’s just as valuable for regional users facing issues after hours.
What you can do: Use chatbots to handle common after-hours issues and escalate only when needed. Alternatively, you can partner with an outsourcing provider for instant access to a global team.
4. Collect customer feedback (and act on it)
Customer support isn’t just reactive, it’s a powerful feedback loop. Customer feedback can help shape the direction of a product and company. Regularly asking users about their support experience gives you direct insight into what works and what doesn’t. Acting on that feedback helps you fix gaps, improve training, and deliver a better experience overall. Plus, showing customers that their opinions matter helps deepen brand loyalty.
What you can do: Send a one-question CSAT survey after each support interaction, and review responses every week. Share those results with the entire organization so everyone remains close to customers as your company grows.
5. Define and track key metrics early
To improve customer service, you need to measure it. Determine which metrics are a priority for your organization, for example, first response time, CSAT, and overall resolution time. There are an endless number of things you can measure, so start small to avoid getting overwhelmed.
Track the things that align with your business objectives and analyze this data regularly to identify trends, optimize workflows, and keep your team focused on what matters. Whether your team is in-house or outsourced, performance tracking should be an ongoing priority.
What you can do: Choose three core metrics to track and set up basic dashboards to monitor them.
6. Automate repetitive tasks
Automation helps support teams work smarter, not harder, and it also improves the customer experience. Many simple and routine support tasks, like password resets, ticket routing, and even basic product questions, can be handled by AI or other automation tools. The result? Reduced response times for customers and more bandwidth for agents to tackle more complex issues. Smart automation improves both speed and consistency while reducing agent burnout.
What you can do: Use automation to triage tickets by issue type and urgency before they reach a live agent.
7. Take a proactive approach
Great support teams have the ability to anticipate customer needs. Don’t wait for issues to pile up; be proactive and get ahead of issues. This not only keeps customers happier, but it also saves your team from burnout.
Alert users about system outages, suspicious activity, or upcoming changes that impact them. This helps build transparency and reduces inbound ticket volume. Following up with users after incidents or offering help before they even ask shows you’re paying attention and that you care, and that builds long-term trust.
What you can do: Create a status page that your users can follow for updates when things go wrong.
Key benefits of partnering with a fintech BPO
If building an in-house team isn’t the right fit, a fintech BPO can be a smart and scalable alternative. Here’s what to expect when working with a fintech customer support BPO:
- Scalability: Easily ramp support up or down without the burden of hiring and training.
- Lower costs: Save on salaries, tools, and overhead while still getting expert support.
- Quality assurance: Get consistently high service through built-in QA processes and performance tracking.
- Global talent: Access multilingual, around-the-clock support to serve your users across time zones.
how to improve customer experience in financial services
Set your fintech apart with exceptional customer support
Whether you're a young fintech startup or a growing enterprise, if you’re not prioritizing your customer service offering, you’re going to fall behind. Act now to get the right strategy in place and hire a team of experienced agents, whether it’s hiring in-house or partnering with an outsourcing provider. Investing in customer service is a growth strategy you can’t afford to skip.
Interested in learning more about outsourcing fintech customer support? Horatio has helped fintech companies deliver fast, secure, personalized, and scalable customer experiences through expert support teams tailored to your needs. Whether you’re looking to expand coverage, improve CSAT, or reduce operational costs, our team is here to help. Get in touch today to see how Horatio can help you build a best-in-class fintech customer support team.
