N26

Customer Service Strategy

N26 is an online bank that provides banking services to customers in the European Union. The company's mission is to provide a seamless and effortless banking experience for its customers. To help achieve this goal, N26 partnered with The Customer Experience Agency (TCXA) to improve its service experience for customers.

Their Challenge

The main problem TCXA helped N26 to solve was the lack of a cohesive and effective service experience for customers. The company was looking to create a singular view of customer tickets and improve the level of service for EU customers. With different service centers for each EU market, service was inconsistent and providing negative customer experiences.

Our Approach

To help N26 achieve this goal, TCXA worked closely with the company as tactical partners of the service transformation. This involved leading an interview process with customers and service agents to evaluate the current situation and provide recommendations. TCXA also steered the transformation towards multilingual knowledge management and service experience, to ensure a seamless experience for all customers.

The Outcome

The outcome of the project was a successful service experience improvement for N26. This included automation and improved knowledge management for service teams, which contributed to a better service experience for customers. This helped N26 to achieve its goal of providing a seamless and effortless banking experience for its customers. Unifiying more than ten service departments under a common infrastructure.