Finax, a leader in passive investing and ETF investing, faced a challenge in 2023 that more and more growing companies are encountering: how to maintain a high standard of customer support while expanding into multiple countries. As a robo-adviser, Finax is built on the idea that investing should be simple and accessible to everyone. That is why customer communication also needs to be fast, clear and free of unnecessary complications.
Growth that increased the demands on support
As Finax expanded into countries such as Czechia, Poland, Hungary and Romania, customer communication gradually became significantly more demanding. Each market brought different language and legislative requirements, and the support team had to manage an increasing number of interactions across various channels. Over time, it also became clear that the existing voice communication solution was no longer sufficient as the number of enquiries grew. Finax therefore began looking for a solution that would help it keep communication better under control while also creating a solid foundation for further growth.
One platform for faster and clearer communication
By switching to the Daktela contact centre, Finax gained a unified environment for calls, emails and webchat. Operators no longer had to switch between multiple systems and could immediately access the customer’s communication history. This significantly simplified their day-to-day work and helped speed up the handling of enquiries. Integration with Finax’s internal systems and the ability to export data via API were also important parts of the change, enabling communication to be better tailored to the needs of the company and individual markets.
Up to 33% of clients resolved their query without an operator
An AI chatbot also played a major role in making support more efficient by automatically handling the most frequent questions about investing and Finax’s investment products. This helped relieve operators of part of the routine workload and gave them more time for more complex enquiries, where a human approach matters most. In practice, it turned out that up to 33% of clients who would previously have called found their answer through the chatbot. The chatbot also resolved queries equivalent to 13% of the tickets that would otherwise have had to be handled by agents.
A higher volume of communication without expanding the team
The deployment of Daktela soon became evident in day-to-day operations and in the overall results of customer support. Over two years, Finax handled 52% more emails than before. At the same time, the number of calls also increased, by 41%. The team’s improved efficiency is further confirmed by the growth in the average number of activities per operator, which rose by 22.8%. All of this was achieved while maintaining the same number of operators. Finax therefore shows that well-configured communication and AI automation help companies maintain a top-quality standard of customer care even when they are growing quickly and dynamically.
