Customer story

Increasing Efficiency and Customer Satisfaction for Finax

Finax, an innovative financial services provider, faced challenges with managing and scaling their customer support operations effectively. By partnering with CloudTalk, Finax leveraged advanced analytics and call management features to enhance their support team’s performance.

What did Finax achieved with CloudTalk?

13,000+

Inbound and outbound calls

41,000+

Minutes on the phone with clients

10

Phone numbers

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Introduction

When managing finances, customer confidence is crucial. Clients need quick, reliable access to representatives for answers. Despite the rise of live chat and email, phone communication remains vital for building trust. Finax recognized this and chose a phone system with local numbers and native speakers to support multiple markets. Additionally, they met regulatory requirements by storing call recordings of customer interactions.

Solution

Finax started using CloudTalk in early 2019 but fully appreciated its benefits during the COVID-19 outbreak, when they needed to shift to cloud operations. Finax initially chose CloudTalk thanks to our features, like Call Recording, API and International Numbers. That was all they needed at the time. But when the pandemic hit, CloudTalk’s main advantage allowed Finax to set up a contact center and connect it with all of the existing tools within less than a few hours.

Results

In just 3 months, Finax handled over 13,000 client calls using 10 international numbers, spending 41,000+ minutes on calls. CloudTalk’s user-friendly software ensured a smooth transition to remote work, with easy onboarding for new representatives. CloudTalk’s features like call recordings, monitoring, and Emotion Analytics enhanced training and performance tracking, allowing managers to provide real-time support and gather valuable insights on top performers and busy lines.

How CloudTalk Helped Finax Secure Customer Safety and Trust

With 15,000 clients across 5 markets, Finax deals with 100 million euros of capital. Customers must feel safe every step of the way. They require easy, fast access to their representatives.

Live chat and email may seem to dominate, but phone communication still remains a popular option for immediate answers—especially because connecting with a human helps build trust. Finax knew this. The team also knew that to efficiently cover multiple markets, being accessible via local phone numbers that had a native speaker in each language responding to customers was an irreplaceable tool.

But for Finax, choosing a phone system came down to more than what the team felt they needed. As an online investment platform, the company was obligated to fulfill specific requirements from financial regulators —like storing call recordings of their customer interactions.

Finax Boosts Efficiency with CloudTalk: 13,000+ Calls in 3 Months

In just 3 months, the Finax team has made 13,000+ inbound and outbound client calls using 10 international numbers, having spent 22,000+ minutes on inbound calls and 19,000+ minutes on outbound calls.

Working from home came with zero issues. The Finax team learned the ins and outs of CloudTalk’s user-friendly software quickly, and even the onboarding of new representatives was a breeze.

While it can sometimes prove tricky to ensure new teammates are communicating with customers in a way that’s aligned with your business values, our software helps “newbies” learn by sending them recordings from their more senior colleagues. Additionally, the Call Monitoring feature allows managers to jump into calls in real-time and, when needed, to “whisper” helpful tips or answers.

With CloudTalk, Finax has been able to provide its managers with pertinent data about top performers, the busiest lines, the most productive times, and the most important Call Groups. Add to that the Emotion Analytics—which checks callers’ moods—and Finax officially leaves nothing to chance.

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?