Fast, reliable customer service is the foundation of success in almost every line of business today. That's exactly why at ESTO we're committed to delivering top-tier customer support.
Our customer support team is versatile, skilled at both solving customer issues and working together with other departments. This is one of the reasons ESTO is able to offer customers exceptional service.
The high quality of ESTO's customer service isn't an accident - it's the result of ongoing development and a strategic approach.
How does ESTO guarantee top-tier customer service?
We invest continuously in our customer support team to make sure our specialists stay motivated and well trained.
We asked our customer support quality manager, Ksenia Jankevits, how she'd define exceptional customer service and ESTO's contribution in this area: "Top-tier service is fast, customer-centric and reliable. It's an inseparable part of the customer's journey. At ESTO, we're always there for our customers, using a range of channels and measuring customer satisfaction through various metrics.
ESTO's culture is strongly customer-centric, which is reflected in the number of satisfied customers we have. According to Google, ESTO is one of the highest-rated financial institutions, with a 4.5-star rating from more than 600 satisfied customers."
Every member of the ESTO team understands their role in the company's success. Our customer support team knows they're the main link between the customer and the company, making sure feedback quickly reaches the right departments.
ESTO's strategy also includes using the latest technology. For example, at the start of a call we use a voice bot that identifies the customer's issue and preferred language, and routes the customer directly to the right specialist. This saves time for both the customer and ESTO's specialists.
Our goal is to reduce the number of phone calls and focus more on modern solutions that let us handle customer issues more efficiently.
What are the main challenges in customer support, and how does ESTO solve them?
Challenges make you stronger, and ESTO has managed to turn its challenges into lessons, using them to improve the quality of customer communication. We've consistently addressed emerging weak points by providing regular training and support to our customer service experts.
Let's take a closer look at the main challenges facing ESTO's customer support, and how we've solved them.
Ensuring quality across different communication channels
Customers expect to be able to reach a company through any channel. ESTO has taken on this challenge by focusing more on modern channels, such as the LIVE chat window.
Finding fast solutions to complex problems
We've built a working model that supports fast decision-making. ESTO's customer support team includes both team leads and a quality control manager who help find the best solutions to complex challenges.
Managing an increased volume of requests during peak season
During peak season, one of the biggest challenges is the increased number of customers who need help. We've established clear customer service standards to maintain a customer-centric approach even during the busiest times.
Balancing speed and quality
Customer support specialists often feel pressure to resolve a customer's issue as quickly as possible. Still, it's important to focus on the quality of the interaction too. ESTO's approach is quality before quantity, and in line with this, we also assess our specialists' performance based on quality.
Making improvements based on customer feedback
Our customer support team knows they're the most important link in relaying feedback. Working closely with other departments, we make sure information quickly reaches the right people.
In addition, the customer support team holds quarterly meetings with other departments to provide the best possible service and customer support.
The key personal qualities of ESTO's customer support specialists
The most important qualities of our specialists are empathy, analytical thinking and the ability to multitask - all essential for delivering exceptional customer service.
Thanks to continuous feedback and collaboration with other departments, ESTO has been able to deliver exceptional customer service, which has helped shape the company's positive reputation and generate great feedback from customers.
ESTO's commitment is visible both through the customer experience and through the company's recognition in the fintech sector. We'll definitely keep investing in outstanding customer service, putting resources into both people and technology to ensure customer satisfaction and the company's continued growth.
Want to learn more about the secrets behind ESTO's quality customer support? Keep reading on our blog: "The most important skills of ESTO's customer support experts".