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Services
Customer support that understands payments and compliance
Hilix support agents are trained in payments, KYC and fraud as well as service. They resolve customer issues quickly, spot risks early and protect your reputation across every channel.
3 specialist services
Customer Support
Fintech support is not ordinary customer service
Fintech customers contact support about their money, so emotions run high and mistakes are costly. Agents must explain verification requests, trace payments, recognise scams, avoid tipping off and handle complaints within regulatory timeframes, all while staying friendly and clear.
Our agents come from fintech support environments and work to SOPs built for regulated businesses. We integrate with your helpdesk, back office and escalation paths, measure quality and satisfaction and feed recurring issues back to product and operations so contact volumes fall over time.
Services
Our Customer Support services
Chat, email, phone and social support, complaints handling and reputation management by fintech-trained agents.
Customer Support Outsourcing
Live chat, email, phone and social support handled by agents trained in payments, KYC and fraud.
Complaints Handling
Complaints logged, investigated and answered within regulatory timelines, with root-cause analysis and MI.
Reputation & Review Management
Review monitoring, professional responses and feedback loops across Trustpilot, Google and app stores.
Why Hilix
Why fintechs choose Hilix for Customer Support
How we work
How we launch your support team
Learn
We study your products, policies, tone of voice, tools and common contact reasons.
Build
Knowledge base, macros, SOPs and escalation paths created or refined.
Launch
Trained agents go live with close supervision and daily feedback.
Improve
QA, CSAT and contact-driver analysis drive continuous improvement.
FAQ
Customer Support: frequently asked questions
Which channels do you support?
Live chat, email, phone, in-app messaging, WhatsApp and social media, depending on your setup.
Can you provide multilingual support?
Yes. English is standard and additional languages can be arranged based on your customer base, including Urdu, Hindi, Punjabi and Arabic.
Do you use our helpdesk?
Yes. We work in your existing tools such as Zendesk, Freshdesk, Intercom or HubSpot.
What hours can you cover?
We can cover business hours, extended hours, weekends or 24/7 depending on your needs.