Customer story

Increasing productivity for FINOM customer support agents

FINOM is a financial platform that offers innovative, effective, and easy-to-use tools. It blends together finance management, invoicing and banking into a single, all-in-one product. Committed to exceptional customer service, Finom enhanced their support operations by partnering with CloudTalk.

What did FINOM achieved with CloudTalk?

9,300+

Inbound and outbound calls

17,300+

Minutes on the phone with clients

4

Phone numbers

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Introduction

As FINOM’s customer base grew rapidly, maintaining high-quality support became challenging. Existing tools couldn’t handle the increasing inquiries or provide personalized assistance, necessitating a scalable, flexible solution. They sought better data and analytics to track client actions and call effectiveness.

Solution

To build trust and deliver top-notch customer service, FINOM needed an all-in-one communication solution. They chose CloudTalk for its marketing tool integration, detailed call analytics, and multilingual support. CloudTalk ensured up-to-date information, efficient campaign tracking, and improved customer interactions globally.

Results

With CloudTalk, FINOM streamlined manual labor and centralized their campaigns. Launching campaigns now takes just one click, eliminating tedious prep work. CloudTalk’s IVR system, API integration, and analytics improved efficiency, reducing agent prep time from 60 to 7 seconds. Tracking user paths also enhanced product insights.

How CloudTalk Helped FINOM Reduce Call Prep Time from 60 to 7 Seconds

Fintech startups have a real opportunity to transform how customers engage with the global economy, but the stakes are high. Customers need to feel they can depend on your app (and in a broader sense, your entire team) to provide a good experience, keep their money secure, and help them achieve their desired results. This is where customer service, and online customer experiences more generally, play an important role.

Identifying Key Pain Points in Customer Support

FINOM’s team started by analyzing the biggest pain points of their own customer support team. Looking at the log of their outbound calls, they discovered that they were missing one of the most important assets of all: a flexible VoIP solution. They understood that making manual calls is cumbersome and impractical, and that they needed to have a more modern approach to business communication.

Challenges of Global Expansion

As soon as the company expanded to other countries, it needed to overcome another obstacle: managing multiple agents operating from different locations at the same time. The inability to integrate with various marketing tools and make calls from a single source made everything difficult. Integrating enables a holistic view of customers and data, and their team was lacking both. Customer experience was vague and internal workflow unsteady.

The Importance of Data and Analytics

Besides that, it is not enough to make a call. The data and analytics — that is where the key to success lies. They wanted to track how clients were moving through the funnel, what they were doing after calls, how much time they needed to take some kind of action after the phone conversation and, in the end, whether the call flow was gainful or not.

It is very important to find a perfect match between clients’ and employees’ needs and we are glad to share this journey with CloudTalk…

Thomas Finan – Head of Customer Service at FINOM

Reaching new heights with CloudTalk

If you want to create a trusting relationship where your customers feel confident working with you, top-notch customer service is a must — especially when it comes to managing their money. As a fast-growing company, the FINOM team realized they had to deliver the best customer support from the very beginning of client interactions. There is no place for mistakes when you want to assure your clients about your reliability.

However, without the right tools, it’s impossible to avoid mistakes and breakdowns in communication. This realization led FINOM to start the search for an all-in-one solution that could meet all their criteria and help them to achieve everything mentioned above.

The key requirements for the new call center software

Ability to integrate with marketing tools: Once you integrate your business systems with CloudTalk, all available data and information are automatically and regularly synchronized through our API. With this feature, your employees will always have access to up-to-date information in all your systems used in customer interactions.

Tools to make calls and gather the result from campaigns: CloudTalk is a truly data-based call center analytics software. Complex statistics on calls, agents and call queues all in one place. If you need more than our standard CloudTalk statistics, use filters to view data as you see fit. This will generate reports that are relevant to your business. With CloudTalk everything is a piece of cake.

Multilanguage usage of a phone provider: Multi-language apps help build better relationships between organizations and their customers. Language connects people, so whenever users see their native language, a common ground is immediately established. As phone software CloudTalk is used by customers all over the world, CloudTalk Phone App is available in many different languages.

Enhancing Campaign Efficiency with CloudTalk

With CloudTalk, FINOM managed to spare their employees a huge amount of manual labor and make their campaigns centralized and efficient from their team leaders’ perspective. Now they can easily start the campaign with one click — no need to spend extra time gathering info in advance and doing a lot of tedious, preliminary work.

As an innovative company, they were seeking a fast and easy-to-use solution that would help them avoid needless human errors. They found the IVR system, campaigns, and the ability to integrate via API very useful.

Dramatic Efficiency Improvements

With CloudTalk’s integrations, they were able to radically improve their efficiency: the time it took agents to prepare for their next call dropped from 60 to 7 seconds. That really matters when you are making more than 1000 calls per month.

Moreover, they can easily track whether the call was successful or not: the ability to track the user path allows them to make more precise assumptions about their product and its development.

Currently, FINOM spends over 17, 300 minutes per quarter on the phone using 4 international numbers.

At CloudTalk, we are super happy to help customers grow and nothing cheers us more than seeing them do so! Would you like to join the success train?