From Complex to Simplex: How Simplex Streamlined Their Support Operations

Written by Priya Balasubramanian  on   May 26, 2022

Netomi’s customer base spans a range of industries, from travel and retail, to gaming and fintech. This also includes Simplex, a fintech company that allows customers to use their existing financial institutions to buy and sell crypto assets, working with partners to “make cryptocurrency accessible to all.” I recently sat down with two of our customers – Simplex’s Mark Faber and Greta Zubrutė – Barčienė – to chat about the importance of customer satisfaction, and how their chatbot, Sarah, works alongside agents to deliver 24/7 support.

Watch the recording below! 

Developing an Always-On Support Strategy to Handle Unpredictable Spikes in Demand

“It has always been important for Simplex to have a direct contact with our end-customer, and we decided that it was important for us to be able to have immediate interactions with our customers as they were using our product,” Mark emphasized. “[For instance], if they are doing credit card processing or dealing with something that is generally quite unfamiliar to them, we felt it was important to respond to them immediately and quickly.”

By its nature, the cryptocurrency market is unpredictable, and, with prices constantly fluctuating, goes through periods of ups and downs. Alongside this volatility, Simplex’s support team also faces unpredictable spikes in demand. “If we could predict what will happen, I think we would all be doing crypto trading rather than what we are currently doing,” Mark said, citing a recent instance when certain coins that Simplex’s platform supported were extremely popular.

During that time, customers had plenty of questions and concerns, and Simplex’s support team was unable to deal with the large volume of support tickets. As such unexpected surges will likely occur again in the future, the team looked for a comprehensive strategy to help them streamline their operations – one that is scalable, yet also preserves that all-important personal touch.

Simplex & Netomi: A Match Made in AI heaven

In searching for an AI-powered solution, the Simplex team sought one that met several criteria:

  • One that really understands what customers are asking
  • One that is is fully integrated into their support platform (Zendesk)
  • One that can support multiple channels (such as social media, email, and chat)

The team started working with Netomi in June 2021 to launch an AI-powered virtual assistant on chat.

For the Simplex team, maintaining a human touch is critical when it comes to providing support, which is why Sarah works in tandem with human agents to swiftly handle queries such as email verification, basic troubleshooting and checking payment status. “It’s important for us to have human agents available at all times,” Mark added. “We feel like we have gotten to a point where we have the right number of people to be able to handle the kind of requests that we have…it is not a question of shrinking the team, it is a question of not having to grow it.”

As customer satisfaction (CSAT) is also extremely important to Simplex, ensuring a seamless support experience is also critical. “Prior to the bot, the team maintained a high customer satisfaction score,” Greta noted. “Looking into the overall customer experience, we are looking forward to deleting the boundaries between the bot and the agents, so customers would have a strong sense of good support despite the fact that they are talking to a bot or an agent…there should be no difference if the customer is talking to AI or a human being.”

For other companies looking to implement an AI solution, Greta pointed out, the process takes time, from creating use cases, to training and making enhancements to the chatbot.

“It’s ongoing work every single day, but the results are really rewarding,” she said. “You need to do your homework by understanding your demand drivers, identifying scenarios that potentially could be automated, and evaluating your volumes.”

Would you like to see similar results? We’re can help your organization spearhead its digital transformation efforts, send us a message to see how!

Let’s Get Phygital: Redefining the Retail Customer Experience with AI

Written by Amy Wallace  on   May 25, 2022

Retail, at its core, is all about connections between brands and their customers. Increasingly, AI is becoming the interface for these brand connections, and is also a necessary relationship facilitator as customer expectations evolve.

Prioritizing the customer experience is now essential to driving loyalty and growing revenue, as retailers today compete on customer experience just as much as price.

Customers today expect more, and these expectations are driven by every brand they interact with – not just other retailers. They expect truly effortless, personalized and intelligent interactions on their terms. In fact, nearly 90% of consumers seek a digitally enhanced shopping journey, whether engaging at home, at a physical brick-and-mortar store, or via mobile. As we look forward, the retailers that successfully bridge the divide between digital and physical -“phygital” experiences – will be the ones that foster meaningful and long-term customer relationships.

A Proactive Retail Customer Experience – From Awareness, to Returns, and Beyond

How can retailers treat every customer like a VIP throughout the entire journey?

In the online realm, sales representatives are not there to offer guidance and advice, to suggest an alternate size, to inform customers that these particular jeans tend to stretch, or a certain fabric does shrink upon its first wash, so it may be wise to consider one size up.

To do this at scale, retailers are turning to AI-powered virtual shopping assistants. These agents carry on personalized conversations, from awareness to consideration, purchase, service, and maintaining lasting loyalty. While these virtual assistants have been around for years, they are now shifting from being purely reactive to proactive and predictive – harnessing data to forge the most intimate connections with customers and becoming their true advocates at the exact moment of need.

Picking up on little details such as a customer perusing a section of the website, an AI can proactively send the customer a message, identifying those likely to return an item, which can also mitigate the costly and time-consuming cycle of returns and exchanges. The emphasis here is on a proactive, rather than a reactive approach to service – making the first move by spotting or anticipating an issue in advance. For instance, if a customer has consulted a website’s size guide and added two of the same item to their shopping cart in two different sizes, a chatbot can intervene to assist the customer in finding the correct size. By answering questions regarding products and sizing, AI-powered virtual agents can empower customers to make the right purchase, optimizing the pre-sale experience.

“Digital cannot be a new way of selling, it has to be a way of connecting, and my worry is that brands don’t get it. How can we take that level of human emotion and interaction at scale, because obviously you can’t do that for every customer? Look at your digital tools and start collecting data. Then you can start to do something pretty special with the data that makes people feel special and feels unique.”

– Ken Hughes, one of the world’s leading authorities on consumer, shopper and cyber shopper behavior

Individualization, On Overdrive

The opportunity for personalization and contextualization throughout the entire retail customer experience is greater than it’s ever been. Now, it’s not just about tracking clicks and time spent interacting with products, but conversations. By harnessing AI-powered solutions, brands can collect and analyze rich information gleaned from interactions to better grasp the needs and preferences of customers – and how these change based on context.

Abigail, for instance, often purchases pieces for her summer wardrobe from her favorite clothing store. It is now May, and she is looking to refresh her wardrobe for the season. An AI would pick up on the early summer season and surface some recommendations based on her purchase history, alerting her to similar pieces that she may like with expert precision, all through a conversation like she would have had with a personal shopper.

Tech-forward conversations no longer live solely online, as retailers are coming up with innovative new ways to bring the digital element alive in stores.

For example, Lush, a cosmetics brand known for its innovation and environmentally friendly practices, created the Lush Lens app. This tool eliminates the need for packaging and signage, and also empowers in-store customers with more information about the products they are purchasing. When shoppers point their camera at a product, they are shown details about it, including its ingredients, price, and an immersive video demonstrating how it is used. Fashion brand & Other Stories introduced a smart vending machine experience that serves as an interactive hub, allowing customers to try out a range of products from its beauty and fragrance offerings.

When It Comes to the Retail Customer Experience, We Are Just Scratching the Surface

For AI-powered conversations, the anticipated growth is strong – Insider Intelligence predicts that, by 2024, consumer retail spend via chatbots worldwide will reach $142 billion – an increase from just $2.8 billion in 2019.

While there are some elements of the in-store experiences that cannot translate to the online environment, such as allowing customers to feel the soft material of a cashmere sweater, with a little help from AI, the phygital is taking off.

The 8 Best Customer Service Tools to Aid in a Connected Customer Journey

Written by Amy Wallace  on   May 13, 2022

Today’s customer support professionals have a lot on their plates – from interacting directly with customers and managing a steady stream of support tickets, to creating and updating libraries of self-service content. All this, while under pressure to keep customer satisfaction high and resolution time low. Indeed, customer service is a joint effort – it is a combination of people, tools and processes to work in tandem to deliver first-rate customer experiences across many touchpoints.

This is why access to the right tools and resources can make a difference.

Customer service tools enable support teams to answer key questions such as:

  • How can the entire customer journey be seen from one single view, for customer service that is driven by context?
  • How can they work better as a team, to deliver effortless and immediate support across multiple channels?
  • With growing demands for personalization and rising support tickets, how can smaller teams do more, faster?

In a quest to help customer support teams explore new capabilities for their support operations, the Netomi team has done some research, from previous lists detailing the best live chat software, help desk software, customer experience tools and knowledge base software. Now, we present our selection of the 8 best customer service tools.

The Best Customer Service Tools in 2022

  1. Netomi
  2. Aircall
  3. Gorgias
  4. Kayako
  5. Nicereply
  6. Podium
  7. TeamSupport 
  8. Vivantio

1. Netomi

Best customer service tool for mid-sized to enterprise brands

What makes Netomi one of the best customer service tools of 2022?

An omnichannel AI platform for customer service, Netomi helps companies resolve over 80% of support tickets via email, chat, messaging, and voice. This helps agents focus on more complex tickets.

Netomi’s key features

  • A Clustering Engine that uses unsupervised learning to sift through and cluster historic support tickets, pinpointing repeatable scenarios that may be automated
  • Natural Language Understanding (NLU) to understand the underlying intent of customer inquiries, with the highest overall accuracy (85.17%) of any conversational AI platform, and the highest out-of-scope accuracy at 92.45%
  • An intuitive analytics dashboard that displays real-time performance data on key customer service metrics such as AI resolution rate and accuracy
  • A fully customizable chat widget that has many U/X tools like embedded customer forms, the ability to upload files and more
  • Native integration with all major agent desks such as Gladly, Zoho, Freshworks, Salesforce and Zendesk
Best Customer Service Tools - Netomi

2.Aircall

Best customer service tool for call center support

What makes Aircall one of the best customer service tools of 2022?

The “phone system for modern business,” Aircall’s inbound call center software is ideal for businesses both small and large, and is used by sales, IT & operations, and customer support teams. The result? A clear view of call activity and issues that are resolved as a team, for smarter customer conversations, and smoother support.

Aircall’s key features

  • Parallel calls, enabling agents to put current conversations on hold and simultaneously start a separate call with another customer
  • Custom filters to search and sort through categorized calls to find a certain conversation
  • Call Center Analytics, allowing teams to keep track of key call center metrics – such as wait time, missed call rate, and call volume – all in one place
  • Insight Cards, allowing agents to see more context behind each inbound call by pulling related data from other apps into view

Pricing

PackagePriceFeatures
Essentials$30/user per monthUnlimited calls within US & Canada*
100+ Integrations and API access
Send and receive SMS**
Essential telephony features including IVR, call recording and click-to-dial
Unlimited simultaneous outbound calls
Professional$50/user per month
Salesforce integration
Mandatory call tagging
Advanced analytics and call monitoring
Advanced support features including queue call back
Advanced sales features including Power Dialer
CustomCall for details
Unlimited calls worldwide*
Custom analytics
Custom onboarding
Access to API developer support
Service-level agreement (SLA)
Best Customer Service Tools - Aircall

3. Gorgias

Best customer service tool for eCommerce stores

What makes Gorgias one of the best customer service tools of 2022?

A customer service platform built for eCommerce, Gorgias allows support teams to centralize all of their tickets in one place, to get the full customer picture, and offer faster support. The platform’s powerful integration with Shopify and Shopify Plus means that agents can view order details for a customer, and refund, cancel, and duplicate orders, all without leaving the helpdesk app.

Gorgias’ key features

  • Intents and sentiment detection that leverage customer intents, allowing teams to automate their workflows with precision, with sentiments that automatically detect how customers are feeling (are they angry, or in a rush)?
  • A customer sidebar that displays rich customer data right next to tickets, allowing support teams to choose the data they want to see, and pull in data from 65+ third-party apps
  • A self-service feature that allows teams to manage routine requests such as returns, cancellations or damaged items, to increase their efficiency, and provide customers with instant answers and full resolutions
  • Integration with Shopify, Shopify Plus, Magento, and BigCommerce, enabling teams to scale their support across stores, so they can manage every customer question, for all of their brands, in a single helpdesk

Pricing

PackagePriceFeatures
Starter$10 per month50 billable tickets/month
$0.40 / extra ticket
3 user seats
2 social media channels
Limited active integrations
Support reporting
Starter customer services
Basic$60 per month
300 billable tickets/month
$40 / 100 extra tickets
Unlimited user seats
2 social media channels
150 active integrations
Support reporting
Basic customer services
Pro$360 per month
2,000 billable tickets/month
$36 / 100 extra tickets
Unlimited user seats
2 social media channels
150 active integrations
Support & revenue reporting
Pro customer services
Advanced$900 per month
5,000 billable tickets/month
$36 / 100 extra tickets
Unlimited user seats
3 social media channels
150 active integrations
Support & revenue reporting
Advanced customer services
EnterpriseContact for details
Custom billable tickets/month
custom price for extra tickets
Unlimited user seats
3 social media channels
150 active integrations
Support & revenue reporting
Enterprise customer services
Best Customer Service Tools - Gorgias

4. Kayako

Best customer service tool for SMBs looking for a fully integrated cloud-hosted help desk to immediately start supporting customers

What makes Kayako one of the best customer service tools of 2022?

Paving the way for “better conversations, a better customer experience,” Kayako’s helpdesk software comes equipped with powerful out-of-the-box functionality that makes it easy for customer service teams to manage requests and conversations that come through any channel. More than 131,000 customer agents use Kayako for customer support, ticketing software, eCommerce support, a shared inbox and internal help desk.

Kayako’s key features

  • Live chat software (included as a tool in Kayako’s help desk software), that is quick and easy to customize, and can be integrated into a business’ website, iOS and Android apps
  • A shared inbox that collects all support conversations in one place and makes it easy to collaborate with teammates
  • SingleView, which captures a customer’s entire journey, allowing teams to view customer activity at a glance, such as site visits, purchases, shipping history, previous customer service inquiries, and self-help searches
  • A self-service portal, to provide customers with the resources they need to help themselves, and Help Center Analytics to identify gaps and optimize portal content to meet customer needs

Pricing

PackagePriceFeatures
5 agents$625 per monthAdvanced workflow customization
Internal help center and knowledge base
Custom forms for help center
Customer access to every ticket from their organization
Custom security policies
Custom roles and permissions
Salesforce integration
Custom performance reports
Help center advanced layout and design options
25 agents$3125 per month
Same as above
50 agents$6250 per month
Same as above
Best Customer Service Tools - Kayako

5. Nicereply

What makes Nicereply one of the best customer service tools of 2022?

How satisfied are your customers? Nicereply makes it simple for support teams to measure customer satisfaction with easy-to-deploy surveys, customizable with multiple scales (such as stars, smiley faces, or 5 or 10 rating points), and one-click responses. The platform also allows teams to measure Customer Effort Scores to receive instant feedback, identify any friction points, and deliver an effortless experience. Moreover, the two metrics can be combined to get even more feedback. Additionally, Net Promoter Score measures customer loyalty, judging by a customer’s likelihood to recommend a product to others.

Nicereply’s key features

  • In-signature surveys, allowing agents to ask customers for feedback at the bottom of every email
  • Instant ratings that record customers’ answers as soon as they click the survey
  • Customer sync that automatically adds customer names based on the ticket ID, as customers often don’t share their names in feedback forms
  • Trend charts to Identify trends in CSAT, NPS and CES performance, as well as response volumes

Pricing

PackagePriceFeatures
Mini$39 per month3 agents
100 responses/month 
Customer support surveys
Unlimited number of surveys
Powerful integrations
Simple setup
Start$79 per month
10 agents
250 responses/month 
Customer support surveys
Unlimited number of surveys
Powerful integrations
Simple setup
Grow$159 per month
25 agents
1000 responses/month 
Customer support surveys
Unlimited number of surveys
Powerful integrations
Simple setup
Business$239 per month
50 agents
2500 responses/month 
Customer support surveys
Unlimited number of surveys
Powerful integrations
Simple setup

Best customer service tool for measuring CSAT 


6. Podium

Best customer service tool for local businesses seeking an all-in-one customer communication and payments platform

What makes Podium one of the best customer service tools of 2022?

An all-in-one, and multi-product platform that is “modernizing the way local business gets done,” Podium combines web chat, online review generation, SMS (text) marketing and payment processing, all in one easy-to-use inbox.

Podium’s key features

  • Website chat to capture website leads, immediately taking the conversation to text so that customers can remain connected, on their terms
  • One inbox that is optimized for efficiency, allowing agents to bring every conversation and touchpoint – from chat to reviews to voicemail – into a single thread, and respond instantly over text
  • Podium Reviews, which makes it easy for customers to leave business reviews by sending them a direct link via text
  • Video chat, allowing agents to quickly move from text to video, all within a simple and familiar interface
  • Podium Text-To-Pay, a convenient way for customers to pay, and for businesses to collect payments via text

Pricing

PackagePriceFeatures
Essentials$289 per month1000 contacts
Up to 3 team members
Capture online reviews instantly
Text-based website chat
Easy-to-use text-marketing
100s of app integrations
Secure & simple payment process
Standard$449 per month
All benefits of Essentials package
Unlimited contacts
Unlimited team members
Personalized setup & onboarding
Website reporting & customizations
Automated review invitations
Customized branding
Professional$649 per month
All benefits of Standard package
Unlimited contacts
Unlimited team members
Automations that streamline tasks
Round-robin lead routig
Personalized automated FAQs
Multimedia marketing messages
Best Customer Service Tools - Podium

7. TeamSupport

Best customer service tool for B2B technology-enabled companies

What makes TeamSupport one of the best customer service tools of 2022?

Offering much more than effective ticket management, TeamSupport provides an omnichannel experience that facilitates internal team collaboration and streamlines customer support issues. Rather than a focus on each individual contact or ticket, emphasis is placed on streamlined collaboration among teams and built around the entire B2B customer.

TeamSupport’s key features

  • Phone-to-ticket integration with RingCentral, so when a customer calls a RingCentral-enabled support line for help, TeamSupport automatically surfaces the customer’s ticket history, service agreements and happiness index
  • Customer self-service software, offering a fully customizable customer hub that can be embedded in a website or stand alone with a custom URL
  • A help desk ticket management system, complete with ticket automation and workflows, ticket collision prevention, and and a powerful global search tool
  • Visual customer support such as VideoView, which allows agents make video recordings using their webcams to show customers features of technical products, or the steps to take to resolve an issue
  • Customer distress index that shows potentially at-risk customers

Pricing

PackagePriceFeatures
Essential Support$49 /agent/monthCustomer Management
Advanced Ticket Management
Customer Self-Service, Ticket Deflection
Knowledge Base (Single Product)
Collaboration Features Within Tickets
Customer Satisfaction Rating (CSAT)
Customer Distress Index (CDI) scoring
Basic Reporting & Prebuilt Dashboard

Enterprise Support$69 /agent/monthCustomer Management
Advanced Ticket Management
Customer Self-Service, Ticket Deflection
Knowledge Base (Multiple Products)
Collaboration Features Within Tickets
Customer Satisfaction Rating (CSAT)
Customer Distress Index (CDI) scoring
Custom Reporting & Dashboards
Asset Management
SLA Management (Up to 3)
Sandbox
Ticket Page Full Customization
Customer Hubs (Up to 3)
Multiple Brand/Product Lines
Integrations (1 included)

Complete Customer Support Suite$119 /agent/monthAll benefits of Enterprise Support package
Enterprise live chat
Business intelligence reporting and dashboards
SLA Management (Unlimited)
Sandbox (Up to 3)
Customer Hubs (Up to 5)
Integrations (Unlimited)
API Calls (Up to 20,000)
Best Customer Service Tools - TeamSupport

8. Vivantio

Best customer service tool for small and medium-sized growing B2B businesses seeking service optimization across all disciplines

What makes Vivantio one of the best customer service tools of 2022?

Empowering teams, enabling operations and elevating the customer experience are the main highlights of this highly configurable service management system. Vivantio’s CRM brings all customer information into one centralized location, providing a 360 ° view of a business’ customer service operations, and making it simple to retrieve vital customer information.

Vivantio’s key features

  • A self-service portal, on which support teams can publish knowledge base articles, tutorials, manuals, and more. Customers can also log into the portal to track the progress of their tickets or service requests
  • A workflow designer that automates recurring processes within a business, removing the need for manual resources, such as scheduling backups, to the onboarding of new employees
  • FLEX Insights that provides first line support teams with help and advice on dealing with issues while they’re listening to the customer, supplying them with information regarding known outages, similar issues, knowledge base articles, guides, and support
  • Configuration Management Database (CMDB) that records the software, hardware, and services delivered to each customer

Pricing

PackagePriceFeatures
Value$42 /user/month Simple, easy configuration
Intuitive interface
Simple SLAs
Offer enhanced services offering
Brand self-service portals
Keep all your tickets in one place
Mobile edition
Organize with Queues and Tabs

Vital$52 /user/month Manage multiple tickets
Support for ITIL processes
Multiple SLAs
Track and monitor KPIs
Codeless setup
List, Kanban and Calendar view types
Custom forms and fields
Surveys
Home screens and watch lists
Highlighting rules
Links to knowledge and help
Create routing rules
Custom Dashboards

Velocity$82 /user/month Create unlimited ticket types
Full control over ticket configuration
Per customer SLAs
Realtime statistics and data analysis
Full business rules engine
Advanced interactive searching
Roles and Permissions
Automate Reporting and KPIs
Multiple Branded Portals
Create reporting wallboards
Insights to detect conflicts
End user and tech to tech chat
Create dynamic assignments
Centralize all KPI monitoring
Automate complex workflows

Visionary$142 /user /month Visibility of all service operations
Unify your corporate approach
Continued promotion of core services
Data Warehousing
Bespoke managed customer service
Bring together global service teams
Best Customer Service Tools - Vivantio

Delivering exceptional customer service is no easy feat – it involves multiple moving parts. And today, the onus is on businesses to double down on their CX efforts – a recent study from TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. Customer service tools can play a principal role in this practice, in a multitude of ways, and it is important for businesses to select the tool or suite of tools that can deliver the greatest impact to their support teams, and ultimately, their customers.

Best Customer Service Tools - Book Demo

Fueling the Gig Economy: How AI Can Help Fintech Companies Serve this Booming Workforce

Written by Amy Wallace  on   May 11, 2022

In light of rising inflation, pandemic-era job losses and the work-life balance mindset, a growing number of individuals have embraced gig economy work. A 2022 Gig Payments Report pointed out that, in 2021, there were about 23.9 million independent workers in the United States, an increase from 12.9 million in 2017. Moreover, the number of freelancers across the country is projected to grow to 86.5 million by 2027. The study also found that 85% of respondents have recently increased their gig work or plan to increase it, with 58% citing inflation as their primary reason for doing so.

Traditional financial services, however, are not tailored for the needs of gig workers, both because many banks are more often heavily focused on more premium and higher-income customers, and they also lack access to data about the financial behaviors of gig workers, who often have to keep their financial activity unregistered. Additionally, with jobs coming and going, their paycheques often fluctuate from one month to the next. This lack of a steady income means that these workers struggle to access investment accounts, loans, insurance and other financial products, which also means they are likely to face difficulties when paying for unexpected emergencies, such as costly medical treatments.

For fintech companies, an opportunity awaits. Rising up to address the gaps in this market, many fintech ventures have come to recognize gig workers as potential customers who are underserved by the traditional banks, and are now playing a key role in powering the gig economy. For instance, Nigerian fintech startup ImaliPay allows eRide hailing drivers and gig workers to power their gigs with services such as buy now, pay later (BNPL), insurance and savings (the opportunities for workers in this region are booming, with the African gig economy likely to have over 80 million workers by 2030)!

Read more about how fintechs can provide a stellar customer experience across the board in our ebook, How Conversational AI Is Rewriting the Rules for Fintech Customer Experience!

AI + Fintech Companies = The Ultimate CX for Gig Economy Workers

According to the Gig Payments Report, when it comes to receiving payments, many gig workers prioritize speed of service. Nearly 70% of these workers prefer to receive their pay within the same day they work, 39% prefer immediately after each job and 29% at the end of each day. What’s more, with rising inflation impacting both work and personal expenses for 57% of respondents, having access to funds in a timely manner is crucial to meet financial needs.

With a burgeoning gig economy workforce looking to fintechs to manage their finances, there is bound to be support-related queries that follow. How can the support teams of fintech companies rise up to offer the necessary support, especially support that aligns with the expectations and preferences of their customers today? Herein lies the opportunity for these companies to incorporate modern AI-powered support systems into their technology stacks to provide immediate resolutions to customer issues.

Providing Swift and Immediate Resolutions

Redefining the customer support landscape, AI-powered chatbots for customer service have greatly improved efficiency by delivering personalized resolutions immediately and automatically, for a truly effortless experience. AI can automate resolutions to high-volume, repeatable tickets, such as resetting passwords and paying monthly bills, freeing up human agents to focus on the more complex issues, and decreasing resolution times. The result? Faster and more consistent support for customers, and less fielding of common and repetitive issues for support agents. For instance, if a customer is inquiring about the loan application process, a chatbot could easily serve up a hyper-relevant article from a company’s knowledge base that covers this topic in detail, or if connected to the right backend systems, can even provide the real-time status on an application.

AI-powered solutions enable fintech companies to better support their customers’ needs at more touch points along their journey, which includes access to 24/7 support outside of standard working hours when support teams are unavailable to respond to queries. This also reduces the actual cost of keeping a human support team on standby in case of an unexpected spike in tickets. This type of always-on support is ideal for those gig workers who work irregular hours and schedules but still need access to support from their financial institution.

Providing Personalized and Contextual Responses

Able to tailor interactions based on customer profile and behavior, an advanced AI assistant can show that it understands past interactions and customer preferences – noting, for instance, that a customer had previously inquired about financing options. The chatbots can then respond on an individual level, providing meaningful interactions, and responses that are more personalized and contextualized. Additionally, by integrating data stored in customer relationship management systems (CRMs) with chatbots, conversational AI can engage in more well-informed conversations, and support teams have more context on each customer. For example, here is Sarah, a freelance visual designer who has also been working as a DoorDash delivery courier for the past year, earns approximately $8,000 per month and is seriously considering applying for a loan. Which options would be best for her? What could the terms of her loan be?


Exploring a new CRM solution? Learn more about two of the industry leaders in our Intercom vs. Zendesk review.


Meeting Customers Where They Are

Not bound to any one location, gig economy workers are constantly on the move. AI-powered solutions offer resolution across channels – email, chat, messaging, SMS and voice – for support when they need it most.

Moreover, gig workers are busy, and for many, gig work is solely a side hustle to supplement their income (Branch and Marqeta’s report found that only 27% rely on gig work as their primary source of income). By leveraging AI, fintech companies can offer customer service that is proactive – addressing a customer’s issue prior to when they encounter one, by detecting or anticipating the issue in advance, and extending the necessary support needed to resolve it. Sample use cases include warning a customer that a bill is soon due, reminding them to transfer balances from one account to another, or alerting them that there may be a better savings account option for them than their current plan. Such proactive, predictive and preemptive support is ideal for this hustling workforce.

How Conversational AI Is Rewriting the Rules for Gig Workers

As the gig economy continues to boom worldwide, and more and more fintech companies develop financial products and services for this market, AI-powered solutions power proactive, instantaneous and always-on customer service. In turn, fintech companies can focus on creating better customer relationships, and scaling their own growth.