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Customer Support
Outsourced customer support for fintechs, on every channel
Our agents answer customer questions on chat, email, phone and social media, resolve payment and verification issues and escalate risks correctly, to the service levels you set.
At a glance
Live chat and in-app
Email and tickets
Phone support
Social and WhatsApp
Supporting fintechs in the UK, EU, US and Canada
Overview
Fast, accurate answers build trust in your brand
Most fintech support contacts are about the same things: where is my money, why do you need this document, why was my payment held, how do I change my details. Answering them well needs product knowledge, access to the right systems and judgement about what can and cannot be said.
Hilix agents learn your products and processes, use approved macros and knowledge articles and know when to escalate to compliance, fraud or operations. We report on response and resolution times, satisfaction scores and top contact reasons every week.
What’s included
Everything included in Customer Support Outsourcing
Who this is for
- Remittance and wallet apps with growing contact volumes
- Fintechs launching in new markets
- Businesses needing out-of-hours or weekend cover
- Teams with slow response times or low CSAT
What you receive
- Trained, dedicated support agents
- SOPs, macros and knowledge articles
- SLA and CSAT reporting
- Contact driver analysis
- QA scorecards and coaching records
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 Outsourcing: common questions
How do you verify callers securely?
We follow your verification policy and never request or disclose sensitive data beyond it.
Can agents see customer accounts?
Agents use the minimum access needed in your tools, configured by you, with activity logged.
How do you handle fraud reports?
Agents follow scripted steps to secure accounts and escalate immediately to your fraud team or ours.
Keep exploring
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All Customer Support services
Chat, email, phone and social support, complaints handling and reputation management by fintech-trained agents.