Understanding Customer Experience: How Does the Lack of Customer Service Affect the Frequency of Use and Retention of Users in a Fintech? It is Profitable to Invest in Improving the Customer Service Center?

Abstract

The present work focuses on evaluating the economic feasibility of providing a superior customer support experience to a major Latin American fintech’s customers. The objective is to improve a real business initiative carried out within the company, which seeks to evaluate how the lack of a support center affects customer retention and the frequency of use of the platform's products. The motivation for this work arises after various company metrics began to show a negative impact on the customer experience due to lack of access to a support center within the mobile application in Brazil, from which the management of the company began to evaluate the possibility of investing in improving this aspect.