Hot on the heels of launching its fee-free savings accounts in January, Swedish digital bank Northmill has announced that it has taken another step to boost its relationship with its customers further.
Northmill has invested in Zendesk’s new cloud-based customer relationship management platform, which is also used by companies such as Airbnb and Uber.
“We are building a bank for everyone and this is an investment in our employees and the customer experience, two things that are tightly intertwined,” said Simon Nilsson, chief customer officer at Northmill. “We can see a growing trend with many companies taking the path of solely investing in self-service solutions, but we know that many people still ask for the opportunity to connect via for example phone.
“Now we are creating a hybrid where we will have a very competitive self-service offer, but we will also be available in the way the customers prefer, including chat, phone, mail, Facebook or WhatsApp. In addition, we will continue to strengthen our existing customer service team across all markets to handle the growing demand.
“We are now able to gear up our efficiency, be proactive and take full-scale data-driven decisions. We are also able to gather all the insights in a single platform. It creates a very streamlined process for our employees and enables us to strengthen the connection between the feedback we receive from customers and how we develop our products. The new platform takes it a step further than traditional omni-solutions and provides us with the opportunity to develop and deploy our own apps in the interface and achieve a tailored 360-view of the customers’ needs.”
The news comes after Northmill launched its Rebilla card at the end of 2019 after being granted a Swedish banking licence in September.
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