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Decode FintechAuthor: Paystack
Financial technology in Africa is changing at an accelerating rate, and with it, the very nature of business on the continent. As one of the largest payments companies in Africa, the Paystack team is constantly speaking to teams doing amazing work all over the continent. The Decode Fintech Podcast allows us to hit "record" and share what we're learning! We'll be speaking with a broad range of players from across the African fintech ecosystem, from startup founders, to bankers, to the folks who run the card networks, to regulators, and many others. Tune in as the people building Africas financial infrastructure share what theyre seeing on the frontlines whats working, whats not, and whats next. Language: en Genres: Business, Entrepreneurship, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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How expressPay Builds Trust with Customer Service
Episode 4
Monday, 22 February, 2021
As a fintech company, you work hard to ensure that nothing goes wrong. But when things do go wrong, like they inevitably will, how you handle the situation can make the difference between a customer who churns, and a passionate ambassador for life. In this episode, we speak with Francis Appiah, the Operations Manager at expressPay.Francis speaks about hiring great support teams, and how a diverse support team leverages past experiences, skills and relationships to go above and beyond when solving customer problems. He also discusses how to balance providing great customer service to even the most difficult customers, while protecting team welfare.IN THIS EPISODE WE TALK ABOUT2:38 — How the customer support team is set up at expressPay3:53 — What skills should an excellent support team member possess?8:11 — How expressPay's customer support team measures success9:24 — [Paystack Product Alert] Introducing Paystack Transfers paystack.com10:43 — Why cross-functional teams result in better customer outcomes11:41 — Values to watch out for when hiring for customer service roles13:29 — What an obsession with customer happiness looks like at expressPay16:35 — How expressPay handles acutely difficult customersLINKSConnect with Francis on LinkedInCheck out expressPayFOLLOW USThe Decode Fintech newsletter is a weekly email summary of the most important news in African fintech. Subscribe to receive original commentary and curated stories, as well as the latest episode of the podcast.Subscribe to the Decode Fintech NewsletterFollow Decode Fintech on TwitterDECODE FINTECH IS BROUGHT TO YOU BY PAYSTACKPaystack helps Africa's most successful fintechs build and scale popular financial service products with the industry's best-documented APIs. Please visit paystack.com/fintech to find out more.
