Meet Triin Reisser. Triin is the Group Customer Care Manager at Credit 24, a personal finance company based in 7 countries including the Baltics, Finland, and even Australia.
Triin shared with us her experience with Sorry as a Service and how Credit 24 strives to be a customer centric and trustworthy brand while helping their customers with short term financial issues.
Credit24 faced several problems. Firstly, there are many irresponsible competitors that have discredited the industry making it hard to differentiate yourself as a trusted and customer centric brand. Personal finance is strongly based on trust, hence, ensuring that Credit 24 agents are able to build and maintain customer relationships is a top priority.
Just as in any business, things sometimes go wrong. How do they take this as an opportunity to build an even stronger relationship? Sometimes a simple email and phone call aren’t enough to express customer appreciation. Agents want something that lets them go above and beyond.
Sorry as a Service came into the picture over a year ago and recognised the issues Credit24 was facing. Their motivations to excel in customer happiness was strongly evident. Our creative partners found and designed items that strongly resonated with the Credit 24 brand.
All of their agents were set up with a Sorry as a Service account and Chrome extension that seamlessly fit into their current Customer Relationship Management software. With one or two clicks, their agents were able to follow up any customer conversations with a surprise sorry or a delightful thank you.
In the end, Credit24 received a generous amount of positive feedback for their old fashioned approach to customer experience and saying sorry. Not only did their Net Promoter Score show positive results, but they also bumped up their vital retention and repeat customer KPIs.
Credit 24 has been able to delight their customers and improve their results in an industry that has been dampened by a poor reputation. In a time where most customer interactions are mostly digital, surprising customers through the post has showed the true value of personal interactions.