Competitor Mystery Shopping - Helping Fintech Increase Sales

After 2 years of steady growth, sales had flattened. 

Yet according to research, customer satisfaction was still high in loan application, processing and repayment. 

The Fintech client asked us to investigate.

• Mystery shopped both client and competitor online chat experiences.
   
• Interviewed competitor customers.
   
• Quickly identified competitor best practices and critical gaps in the client’s chat features and sales delivery.

The client used our findings / recommendations to

• Add the name and photo of the agent in the chat communication
   
• Reduce wait time
   
• Train chat agents to ask for the business

Within 6 months sales had increased 10% versus same period 1 year previous.