February 27, 2023 By: Deisy Patiño

The impact of quality customer service on remittance

Let’s talk about the impact of quality customer service on remittance. Customer service has come a long way since its inception. Historically, customer service was limited to face-to-face interactions with customers, usually within a brick-and-mortar store or office. 

What has been the evolution of remittance customer service?

Today, technology’s evolution has completely transformed how businesses interact with their customers. Here are some key milestones in the development of customer service:

Telephone customer service: 

In the early 20th century, the telephone became a popular tool for businesses to interact with customers. Companies would set up dedicated phone lines for customer service, allowing customers to call in and receive help or support.

The rise of call centres: 

In the 1960s and 1970s, call centres became famous for businesses to handle a high volume of customer inquiries. Companies could hire a team of customer service representatives to field phone calls and answer questions.

Telephone customer service

Email and online support: 

In the 1990s, email became a popular way for customers to contact businesses for support. As the internet became more ubiquitous, companies began offering online support through realtime interactive live chat, chatbots (a computer responding with automated responses), messaging apps, and social media.

Self-service portals: 

Today, many businesses offer self-service portals where customers can find answers to common questions or troubleshoot problems independently. This can include knowledge bases, forums, and frequently asked questions (FAQs).

Artificial Intelligence (AI):

customer satisfaction

Overall, the evolution of customer service has been driven by a desire to provide faster, more convenient, and more personalized support to customers. As technology continues to advance, we can expect even more changes in the way businesses interact with their customers in the future.

The impact of quality customer service on remittance

There has been a surge of new entrants, including fintech startups, offering innovative and low-cost alternatives in recent years.

While price is an essential factor for consumers when choosing a remittance provider, it is not the only consideration.

Customers also consider convenience, speed, reliability, and security factors. For example, a customer may be willing to pay a slightly higher fee for a service that offers faster delivery times or better customer support.

Furthermore, regulatory compliance is also an essential consideration for remittance providers. Providers must comply with various regulatory requirements, including anti-money laundering and counter-terrorism financing laws, which can increase service costs.

Overall, while the price is an essential consideration for remittance providers, it is not the only factor determining their success in the market. Providers must also focus on offering convenient, reliable, and secure services while ensuring regulatory compliance and building customer trust.

Great customer service is essential

Customer service is essential to the remittance industry for ensuring a smooth, secure, and timely transaction process and building customer loyalty and trust.

Complex Transactions: Remittance transactions involve multiple currencies, exchange rates, and regulatory requirements. Customer service can help guide customers through the process, ensuring that they clearly understand the transaction and any associated fees or charges.

Security and Fraud Prevention: Remittance transactions can be vulnerable to security risks and fraud. Customer service can help identify and prevent fraudulent transactions, protecting both the sender and the recipient.

Cross-Cultural Communication: The remittance industry serves a diverse customer base, with customers from different cultures and languages. Customer service can help bridge language and cultural barriers, ensuring customers receive the support they need.

Customer service on remittance

Timeliness: Remittance transactions often involve time-sensitive transfers, such as emergency funds or regular payments. Customer service can help ensure that transfers are completed promptly and efficiently.

Customer Loyalty: Good customer service can help build customer loyalty and trust. Customers with a positive experience with a remittance provider’s customer service team are likelier to return for future transactions and recommend the provider to others.

What are users prioritising?

Recent survey findings are unsurprising as customers often prioritise convenience and speed regarding remittance services. In today’s fast-paced world, people expect transactions to be completed quickly and easily, without any hassle.

Remittance providers offering a seamless and user-friendly payment experience will likely attract and retain more customers.

Moreover, the availability of instant or near-instant money transfer services has been growing, raising customer expectations for speed and convenience in remittance services.

Many customers are willing to pay a premium for faster transfers, which makes offering quick and easy payments experience a critical competitive advantage for remittance providers.

Overall, survey findings reinforce the importance of improving the remittance experience, mainly speed and convenience. Remittance providers offering a fast and easy payment experience are more likely to succeed in an increasingly competitive marketplace.

Expectations continue to rise

Firstly, customers expect money transfers to be completed quickly, with near-instant transactions becoming the norm. This has led to the development of faster payment options, such as instant money transfers and real-time payment systems.

This has led to the rise of digital platforms that allow customers to initiate and complete transfers using their mobile phones or other digital devices.

Secondly, customers are increasingly looking for cost-effective money transfer options, particularly for small amounts of money. This has led to the development of low-cost transfer options, such as mobile money transfers and peer-to-peer payment platforms.

Lastly, transparency is a key customers want to know exactly how much money will be received by the recipient and how much fees will be charged before initiating a transfer. This has led to the development of more transparent pricing models and fee structures.

Overall, customer expectations are driving the money transfer industry to become more digital, faster, and more customer-centric. Money transfer providers that can meet these expectations are more likely to succeed in a rapidly evolving and competitive marketplace.

Customer satisfaction on remittance

Financial Inclusion: Remittances play a critical role in supporting the livelihoods of millions of people worldwide, particularly in developing countries. Improving the remittance experience can help increase financial inclusion, allowing more people to access and benefit from the formal financial system.

Cost Savings: Remittance fees can be high, particularly for those sending small amounts of money. Improving the remittance experience can help reduce these fees, resulting in cost savings for both senders and receivers.

Security and Transparency: The remittance industry has been historically prone to fraud and other security risks. Improving the remittance experience can help increase safety and transparency in the industry, helping to protect consumers and prevent fraud. How Rocket Remit keeps you safe

Efficiency: The current remittance process can be slow and cumbersome, involving multiple intermediaries and lengthy processing times. Improving the remittance experience can help streamline the process, making it faster and more efficient.

Customer Experience: The remittance experience can be frustrating and confusing for both senders and receivers. Improving the remittance experience can help create a more positive and user-friendly experience, improving customer satisfaction and loyalty.

Rocket Remit customer service

At Rocket Remit, we ensure that customers feel confident and secure when using your services and that their needs are promptly and effectively met. Top reasons to send money with Rocket Remit

Service excellence is important to Rocket Remit. We prioritise several actions such as providing excellent customer service, responding quickly to customer inquiries or concerns, and offering competitive pricing and transparent fees.

Also, we regularly gather customer feedback to identify improvement areas and implement changes to enhance the customer experience. Over the years, Rocket Remit has established a strong reputation in the financial services industry. This is reflected in our industry leading customer review scores.

About Rocket Remit

Rocket Remit is the worlds fastest international money transfer service. Send money instantly to over 50 overseas countries at very competitive rates.

Use the country selector to choose the country and check the rate.

Click here for more information on how to send money using Rocket Remit.

Related Rocket Remit Articles