Fintech-klantenservice, goed gedaan

When trading volume spikes during a market event, your support queue grows faster than a standard team can absorb it. Response times stretch, users seeking help with time-sensitive transactions are left waiting, and the experience reflects poorly on a product built around financial reliability.

Our AI support agent, Evly, absorbs routine volume instantly so the human queue stays clear for what actually needs judgment. Pre-agreed staffing buffers activate at spike thresholds, and priority triage routes disputes and fraud flags to senior agents within 45 seconds. Our clients on high-frequency financial platforms have reduced peak-hour abandonment rates by over 60% while holding Customer Satisfaction Scores (CSAT) above 95%. Beyond spikes, we handle payment queries, declined card resolutions, and billing clarifications in real time across all channels as part of daily operations, keeping your internal team focused on product priorities.

When a user raises a dispute or requests a chargeback, the outcome depends entirely on how quickly and accurately your team gathers evidence and meets payment scheme deadlines. When KYC verification moves slowly or creates friction, new users abandon onboarding at the moment their trust in your product is forming.

We manage the full dispute lifecycle from acknowledgment through resolution, maintaining a 97% dispute resolution rate through a structured process built around each client's payment processors and scheme rules. For KYC, we verify documents, keep users updated at every step, and escalate edge cases to your compliance team with complete context attached. Our clients reduce KYC processing time by over 50%.

When you scale your support operations to include an outsourced partner, your data security and regulatory requirements extend across every agent and workflow in that partnership. A compliance framework that is reviewed once at onboarding creates gaps as regulations evolve and teams change.

We operate under a continuous compliance framework covering Payment Card Industry Data Security Standard (PCI DSS), General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), and International Organization for Standardization (ISO) 27001. Personally identifiable information (PII) is auto-redacted before entering any system, agents work in role-segmented environments, and independent audits verify our standards on schedule. Documentation is available to your compliance team before you sign.