Investing is a matter of trust. That's why, in client support, we don't rely merely on technology and standardized answers. We rely on real human contacts who are quick to reach.
Whether you're looking for answers to some question or hunting for a solution to a problem: thanks to search engines, YouTube videos and AI chatbots, you usually find what you need quickly. But sometimes you simply need a person who can help you with a specific question. You need customer service. And that's often where things get difficult. You just can't get through on the hotline. Emails go unanswered. In the chat there are only standard replies that don't lead to a solution.
In financial matters, things quickly get tricky. "Investing has a lot to do with trust and is a sensitive topic," observes Ali Kanaan, Head of Client Support at quirion. "That's why it's very important to be reachable for questions, to address them specifically and to communicate clearly." That applies to highly digital service providers too.
Quick to reach
Smart technology is part of quirion's DNA. It was and is the foundation for a democratization of investing that also rests on cost efficiency. But that doesn't mean doing without good customer service. "While many others heavily automate their client support, we deliberately rely on real contacts," Kanaan underscores. Unlike at many other companies, you don't have to make do with automated voices on the phone first and type in a bunch of numbers before you're allowed through to a real person. "I make a point of getting you to a contact person as quickly as possible with us."
Kanaan has been with quirion in client support since March 2019, and its head since March 2020. He and his four team colleagues handle all questions put to client support by email, phone or via the live chat. On average, that's about 4,500 per month. In the vast majority of cases, answers and solutions come promptly – no matter which communication channel the questions come in through. "With calls and in the live chat, we usually resolve them right away." Emails are answered within 24 hours in 95 percent of cases. And in 90 percent of cases, the problem is solved with the first reply.
A wide range of topics
That's not a given. Especially not when you consider the breadth of topics Kanaan and his team are asked about. Sometimes it's about the details of a current interest rate offer, sometimes about a technical problem. Sometimes it's a question about quirion's investment philosophy, sometimes one about the taxation of ETFs. "We do our best to answer every question as well as possible," Kanaan assures.
Sometimes, however, questions go beyond what client support can provide. For example, when it comes to investment recommendations and tax matters. "We are neither investment advisors nor tax advisors, so we're not allowed to give individual recommendations on such questions."
In the near future, Kanaan's team is set to get support. Another colleague is to reinforce client support. And the use of artificial intelligence (AI) is planned too. "But it's only meant to be used for simple standard questions," Kanaan explains. "So, for example, when it comes to how to reset your password or where to find your annual tax certificate."
More efficiency
AI is to be used in such cases partly because expectations around response speed have risen, especially among younger people. "An AI is available 24 hours a day, seven days a week. The answer is there in seconds." And when Kanaan and his colleagues are relieved of a few standard questions, they can also focus better on the more individual ones.
"What matters to me is that we in client support continue to meet high standards and remain quick to reach," Kanaan emphasizes. "Trust doesn't arise through technology alone. Sometimes you simply need a person who can help with a specific question."
Do you have questions for our client support team? You'll find contact details here.
