Northmill, a Swedish tech-bank with the vision of improving everyone’s financial life, has recently invested in a new cloud-based platform from leading CRM company Zendesk, Inc. Notably, the cloud platform is being used by companies such as Airbnb and Uber.
The reason behind this investment is to give the employees the best possible tools to meet all the customers. At the same time, the Stockholm-based fintech firm aims to strengthen the connection between the customers’ feedback and what type of products and features are being developed.
Simon Nilsson, Chief Customer Officer at Northmill, commented:
We are building a bank for everyone, and this is an investment in our employees and the customer experience, two things that are tightly intertwined. We can see a growing trend with many companies taking the path of solely investing in self-service solutions, but we know that many people still ask for the opportunity to connect via, for example, phone. Now we are creating a hybrid where we will have a very competitive self-service offer, but we will also be available in the way the customers prefer – including chat, phone, mail, Facebook, or WhatsApp. Also, we will continue to strengthen our existing customer service team across all markets to handle the growing demand.
As per the company claims, Northmill has a queuing time over the phone at an average of 30 seconds, and the customer satisfaction percentage is very high. Ninety percent of the customers who choose to leave a rating via the chat is positive.