For fintech and payments companies
When it’s their money, every answer matters.
Your customers trust you with their money. That trust is tested every time something goes wrong.
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What we do
Your product handles every sign-up, login and payment that goes to plan. People handle the ones that don’t. Some of that is a conversation with a customer, and some is work they never see.
Which parts we take on is up to you
It could be your customer service, on chat, email and phone. It could be your social channels, a queue of disputed payments, the applicants who still owe a document, or checks on what your AI chatbot tells customers.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
People contact a payments business when something stands between them and their money. What they need from whoever answers depends on how serious it looks to them.
Trying to get started
Part-way through opening an account
- “Why does it keep rejecting my passport?”
- Which documents count as proof of address
- A name that doesn’t match the one on their ID
- A business account waiting on a second director
- “How long will this take?”
Asking about a payment
Day to day, whenever money moves
- A transfer that hasn’t arrived
- A card declined at the till
- A refund that hasn’t shown up
- A fee they didn’t expect
- A shop asking why this week’s payout is short
- Changing a phone number, an address or a limit
Worried something is wrong
At any hour, and wanting an answer now
- “I don’t recognise this payment.”
- A lost or stolen card
- An account that has been restricted
- “I think I’ve been scammed.”
- Disputing a payment to a company
- Unhappy with how something was handled, and saying so
What we’d take on
Different work, behind one product.
Each of these is a separate piece of work, run to your written process and in your name. Hand over one, or several.
Answered on chat, email and phone.
Questions about accounts, cards, transfers and fees, answered from your help pages and from what the account shows.
- Sign-up and login problems
- Payments, transfers and refunds that haven’t arrived
- Card, limit and account changes
- Lost cards and fraud reports, taken to your questions
Customer service · Chat
“Where has my transfer got to?”
- Looked up on the account
- Sent back by the other bank, and in the account again
- Shown how to send it again with the right details
Settled in the conversation
Replies where people post.
Public posts, reviews and direct messages answered in your name, and moved somewhere private before anything about an account is discussed.
- Comments and direct messages
- App store and review site replies
- Posts that need your own people, passed to them
Social · A public post
“Still waiting on my refund. Anyone else?”
- Replied to in public, in your name
- Moved to a private message before any detail
- The refund found on the account and explained
Answered, and noted on the account
Chased until they’re complete.
Applicants who stopped part-way and haven’t answered a reminder are written to or rung. They are told what is still needed and helped to send it.
- Missing identity and address documents
- Business accounts waiting on a director
- Names and details that don’t match
Documents chased · A business account
Waiting on the second director
- The first director’s identity check is done
- The second director rung, and taken through the photo step
- Their passport is in a former name. The company record shows the current one
With your own people, ready for a decision
Worked as cases.
What the customer says happened is taken in full, the evidence your process asks for is gathered and chased, and the case is worked as far as you’ve agreed.
- Customers disputing a payment to a company
- Businesses you pay out to, told what evidence to send
- Each case recorded, with how it ended
Disputed payment · A shop you pay out to
A cardholder says the order never came
- The shop told what evidence is needed
- Proof of delivery and the order received from them
- Entered in your system against the case
Ready for a decision
Each alert looked at, to your rules.
Payments and accounts your system has flagged are checked against the signs you’ve written down, then released, held or brought to your people as those rules say.
- Flagged payments and accounts checked
- Customers asked to confirm, where your rules say to
- What the alerts have in common, passed back to you
Review queue · A flagged payment
A first payment to someone new, far larger than usual
- Checked against your written signs
- The customer asked to confirm, in your name
- Confirmed as theirs
Released, as your rules say
Checked against what it should have said.
A sample of your chatbot’s conversations read against your policies and help pages, with the wrong and unhelpful answers brought back to you.
- Wrong answers, and ones it made up
- Customers who asked for a person and didn’t get one
- What to change in the pages it answers from
Quality check · A chatbot conversation
“Can I get the fee back?”
- The chatbot said fees are never refunded
- Your policy refunds a fee charged in error
- The help page it answered from found
Passed to you, with the page to change
More ways we help
And the things you hadn’t thought to ask for.
Six more pieces of work, each marked with how we’d help.
- We set it up
What may be said, written down
The wording for the hard moments, such as an account under review or a claim still being decided, agreed with you and written as steps a person can follow.
Processes and knowledge base - We run it
Evenings, weekends and busy weeks
Cover for the hours your own people don’t work, or for the weeks after a launch, arranged with you ahead of time.
Cover when you need it - We run it
Your own people’s conversations, checked
A sample of the chats and calls your own staff handle, read against your standards. That includes whether a complaint was spotted and passed on.
Quality assurance - We set it up
What is driving the contacts
Each contact recorded by what it was really about, in enough detail to act on. Where your helpdesk isn’t set up for that yet, we can help.
Reporting - We run it
A line ready for the day something breaks
When your app or a payment partner has an outage, the same question arrives from everyone at once. A standby line and holding replies can be set up and tested with you beforehand.
Dedicated helplines - We plan it with you
What to hand over, and what to keep
Which work can go to an outside team, what should stay with your own people and how you would keep sight of it, worked through with you.
Consultancy
The team behind it.
Your customers are dealing with you. The team behind the conversation works to your process and in your systems.
Our people, under our management
Trained on your process and your wording before they speak to a customer. Each team has a team lead whose job is coaching.
How we workOne location, chosen with you
The Philippines, Portugal or Ireland. Which one depends on the hours, the languages and the work.
Where we workYour customers’ information
Handled only on your instructions. No shared logins, and only the access the work needs.
Security and data protection
Questions, answered.
The things fintech and payments companies are likely to ask first.
What kind of work can you help us with?
It could be your customers’ questions, your social channels, applications waiting on a document, disputed payments, a review queue, or checks on your AI chatbot. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just evenings, weekends or a busy period?
Yes. It could be the hours your own people are offline, or a busy period you can see coming, planned with you ahead of time.
Does the team make decisions, or bring them to us?
That is yours to set, for each kind of work, and it is written down before the team starts. The team can act to your written rules. Or you can keep every decision yourselves.
Will the team work in our own systems?
Yes. The team works in whatever you run on. Each person needs a login of their own in each system, which is yours to give, because we don’t work from a shared password.
How does the team learn our product and our rules?
Through training, before anyone does any work for you. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
What will you give us for our own supplier checks?
We’ll complete your questionnaire, share our policies and the list of suppliers we use, and walk you through the controls we work to. Our standard data processing agreement and transfer safeguards are signed with the contract, so they don’t hold up the start.Security and data protection
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work fintech and payments companies are most likely to need, not everything we do. If the work follows a process and happens in a chat queue, on a call or in your systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
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