The main CX trends in Fintech companies
Written by:
Claudia Valente
Imagine a customer opening a digital account in minutes, receiving personalized financial advice via chat and resolving any issue without having to wait online.
It’s not science fiction: it’s the new normal of Fintech in Portugal. Companies operating in this universe know that it is not enough to innovate in product or technology. The secret is to create close and secure digital relationships, where each interaction proves to be a unique experience for customers.
In this article, discover the CX trends that are transforming the financial sector, with practical examples and technological solutions that are putting Fintech at the forefront of innovation.
1. Smart personalization and hyper-personalization
Fintechs are increasingly betting on personalized experiences, using artificial intelligence (AI) tools such as Advanced Analytics to have the necessary data on their side to understand the entire customer journey and be able to build a superior customer experience.
This comprehensive knowledge allows you to suggest financial products that are appropriate to the user’s moment in life, send relevant alerts, adapt the preferred communication channel and many other benefits.
Solutions such as GoContact, a technology that evolves in a single version, allows companies to be at the forefront of market trends, with the integration with various AI tools that facilitate this level of personalization by providing detailed customer profiles, interaction history, real-time preferences, etc. The result? Greater satisfaction, engagement and loyalty.
2. Proactivity and anticipation of needs
The customer experience is no longer just reactive. Currently, the reference Fintechs anticipate doubts, prevent problems and communicate proactively. For example, it is possible to warn a customer about a suspicious movement, suggest a credit renegotiation when a risk pattern is detected, or send personalized savings tips.
GoContact integrates automation solutions that allow the sending of automatic and personalized communications across voice, chat and email channels, reducing customer effort and increasing brand trust.
3. Omnichannel and fluid experience
Customers expect to be able to interact with Fintech companies through multiple channels (app, web, phone, chat and social networks) without losing context or having to repeat information. Omnichannel integration is what allows the customer to move between channels seamlessly and frictionlessly.
GoContact’s cloud-based platform allows you to manage all these channels in one place, ensuring that each interaction is recorded and that the context always accompanies the customer, regardless of the point of contact.
4. Security, privacy and trust
In a highly regulated and sensitive sector like finance, trust is key. Fintechs are investing in robust security solutions, biometric authentication, data encryption, and strict privacy policies. The Zero Trust approach and GDPR compliance are now basic requirements.
GoContact stands out for ensuring high security standards, with an architecture aligned with ISO 27001 and monitoring and redundancy features, protecting both data and service continuity.
5. Intelligent automation and virtual assistants
Automating repetitive processes, such as identity verification, answering FAQs, or updating data, frees up teams for higher-value tasks and accelerates customer response time. Intelligent virtual assistants can solve most user questions 24/7, leaving only the most complex cases to human agents.
GoContact provides chatbot and intelligent virtual assistant solutions that can be integrated with Fintech systems to optimize operational efficiency and customer satisfaction.
6. Advanced analytics and real-time feedback
The collection and analysis of data from each interaction allows you to identify consumption trends, anticipate needs and continuously improve the service.
Tools such as Post-Call AI allow Fintechs to identify the main trends, behavior patterns, where customers are in their decision-making, and even critical points in their experience to resolve obstacles or frustrations.
With dynamic dashboards and custom reports, teams can act quickly to pursue improvement opportunities and innovate based on hard data.
7. Humanization and digital empathy
Despite technological advances, humanization remains a priority. The ability to show empathy, understand the customer’s context, and resolve delicate situations is one of the great differentials of successful Fintechs.
Therefore, the balance between automation and the human touch is essential to create long-term relationships of trust. An AI tool that allows you to ensure this balance between automation and humanization is Agent Assist.
Through real-time recommendations and suggestions, which take into account the customer’s integrated history, this tool is the ideal co-pilot for agents, guaranteeing them all the information and help they need to stay focused on empathy and effective request resolution.
Prepare your Fintech for the future of customer experience now!
The customer experience in Fintech is evolving rapidly, driven by the rapid technological advances we are experiencing. Companies that are investing in cutting-edge technological solutions are able to gain the trust of customers and differentiate themselves in an increasingly competitive market.
GoContact closely follows the needs of the financial sector and offers specialized solutions that allow you to elevate your customer experience. Take advantage of your free personalized demo and discover how we can help your company lead the future of CX in the financial sector.
Share
