Putting the Customer at the Center of the FinServ Universe | Matt Chabrier and Aziz Razakov

Today we share audio from the Kustomer Now conference hosted by Matt Chabrier, Regional Sales Director at Kustomer, and he speaks with Aziz Razakov, Associate General Manager at MoneyLion, a FinTech startup. We discuss his role in customer loyalty and what changes the past year and a half have brought his company, such as a 24/7 support line, increased channels customers can contact through, increasing the visibility of how customers can contact them, and creating a more seamless internal complaint process. Response time is super important to customers and the quicker you respond, the higher customer service scores will be. 5 things to improve the customer experience: Response time, proper tools, self service functionality, partnership, and data analysis. What he has seen change while at MoneyLion 3:35What role he plays in product and customer loyalty 6:19Changes the last year and a half have brought 7:26Using AI and chatbots bots 9:47Advice for rolling out this process 16:41Responsiveness and channel type 20:35Other tools that CX leaders ought to know about 23:50What the future looks like 27:07“We’ve taken the time to continuously improve the chatbot by adding more content, adding more functionality where the chatbot is not just spitting out FAQs, but is actually dipping into the database, making changes, and servicing the customer, and it’s been a huge success. I’d say through our chat channel we’re able to mitigate at least 50% of our contacts, which is huge.” 10:56https://www.linkedin.com/in/matthewchabrier/https://www.linkedin.com/in/aziz-razakov-0673b793/