Serving the needs of 4 million customers

At TotallyMoney, our customers are at the heart of everything we do and we realise that for a long time, people have been kept in the dark about what their financial data means. Our customer operations (COps) team is a small one, which works with the rest of the business to ensure the best outcomes for our customers every step of the journey. That way, we can help everyone move their finances forward. 

We've never been a team that simply replies to customer queries. Instead, we try to provide all customers with the support and information and tools they need when they sign up to our service. 

By being proactive,we can ensure a positive customer journey from start to finish. 

At TotallyMoney the COps regularly share insights with product managers, so they know exactly what customers are experiencing and their needs. 

One example of this is the recent change we’ve made to our Score Analysis feature within the app. The COps collected customer feedback which we analysed and presented to the product team. This enabled us to further develop the feature and implement changes as a direct result of customer feedback.

Credit is scattered with complex financial language and confusing acronyms. Our goal is to make sure customers have access to the tools they need, so that they can grow financial confidence.

One way we do this is by working with the content squad, to research and develop a suite of guides covering a wide range of financial topics. These could range from choosing which credit card is best for your particular situation to raising a dispute in your TotallyMoney credit report.

The project meant working with copywriters, compliance, and the product and tech teams to ensure the guides were written to be accessible, easy to navigate, and with the customers’ best interests at heart

We are also constantly updating our FAQs, offering shorter, bite-size tips, suggestions and information. We’re currently nearing 250 FAQs and as things develop this number will keep growing.

Every customer is different so we make sure that all queries are answered by a real member of our team. We also understand that credit can be stressful and so ensure that we reply as soon as we can. 

This year not only do we have an average first response time of 1.1 hours for emails (with over 50% of customer queries responded within half an hour), but the customer thermometer rating shows 85% of customers who responded rated their experience as excellent or good.

By regularly reviewing data generated by customers, we’re constantly improving the way we work, so our customers get the best possible experience.

The team uses Zendesk to make sure learnings from customer correspondence can be shared with the business. For each email we receive, the team categorises the queries we get, so trends can be easily spotted and shared with the rest of the company.

We also collect feedback from a number of sources to make sure we don’t miss anything. In addition to our customer thermometer ratings, we also keep a close eye on Trustpilot and app reviews.

We now have almost 13,000 reviews on Trustpilot, 93% of which are ‘great’ or ‘excellent.’ Every customer who leaves us feedback on how we can improve is replied to, with their feedback taken into account.

Using a data-driven approach to our work means we can track and monitor trends in queries and pain-points, feed back to the rest of the business and build a better experience for our customers. 

As we continue to grow we look forward to helping even more customers, like Dominique and William.