Answer every customer at the speed of a message
In financial services the conversation is the relationship. Customers no longer wait on hold when they can message, they expect an answer in their own language, and every case has to be timed, categorised and retrievable afterwards.
No credit card required.
Why financial support is different
Every contact is urgent and trust critical. A slow or inconsistent answer is the thing a customer remembers about their bank.
Answered in seconds
First response, handling and resolution times tracked on every case, with service level targets that separate the urgent from the routine.
Where customers actually are
Voice, WhatsApp, in-app chat, social and email in one queue. The mix differs by market, which is the argument for connecting all of it rather than betting on one channel.
Every case on the record
Recordings, transcripts, dispositions and categories captured as the work happens, with access controlled by role rather than by trust.
Built for a regulated, high trust conversation
Voice and messaging, one queue
A customer who called yesterday and messages today reaches the same team with the same history attached, routed to an agent who can answer in their language.
- Voice, WhatsApp, social, chat and email in one workspace
- Routing to a language queue, not a transfer to find one
- One timeline per customer across every channel
Every case timed and categorised
First response and handling times, dispositions and case types are captured on every conversation, so service levels are measured rather than asserted and you can report on why customers contact you.
- Tiered service levels for escalations
- Dispositions and case categories on every conversation
- CSAT and sentiment tracked per conversation
Routine answers, safely
Balance, status and how-to questions can be answered from your own content, with an identity check before anything sensitive and a handover that carries the full transcript.
- Identity verification before sensitive actions
- Answers grounded in your own documentation
- Human handover with the conversation intact
What matters here
ISO 27001 certified
Hosted on AWS with single sign on and access controls.
Private deployment
Private cloud or on premise where a regulator or a contract requires it.
Call recording
With retention windows and permissions you configure.
Full audit trail
Every automated action logged with what changed and when.
Roles and permissions
Access controlled across analytics, contacts, tickets, inbox, CX logs and reports.
Multi level SLA
Separate targets for a card dispute and a general enquiry.
Language queues
Route each conversation to an agent who speaks the customer language.
Queue routing
Disputes, onboarding and general help to different teams automatically.
Case dispositions
Structured outcomes, so complaint volume is a number rather than a feeling.
Contact timeline
Every call, chat and ticket for a customer in one view.
Transcripts
Calls become searchable text attached to the case.
Back office tickets
Work that leaves the conversation still has an owner and a clock.
See it on your busiest channel Connect one channel free and route a real conversation through it.
What it has done for banks and fintechs
How banks and fintechs run it
Four deployments in four markets, each with the figures that customer was willing to publish.
Answering phone and social alike in seconds, in two languages
A Bank runs voice, Facebook, Messenger and email as one bilingual contact center, with every case timed, categorised and rated, and a median first response of 13 seconds.
Read the case study
Turning a busy WhatsApp line into a real contact center
Eight in ten of SomBank customers message rather than call, so WhatsApp is the main line: queued, routed, answered in English or Somali, with tiered service levels behind the hard cases.
Read the case study
Serving three languages across six channels from one inbox
Credit+ brought WhatsApp, Instagram, Facebook, TikTok, live chat and email into a single multilingual inbox, with sentiment scored on every conversation so frustration surfaces while it can still be fixed.
Read the case study
Launching multilingual support on day one, with no call center
One Wallet went live with email, in-app chat, Instagram, WhatsApp, Facebook and Messenger in one inbox, answered in English, Russian and Thai by one small team.
Read the case studyGive every customer a fast, trusted answer
Start free, or talk to us about private deployment, retention and the languages you need to cover.
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