How to give great customer support with your own money app
By SendPay Business · · 2 min read
Ask anyone what they hate about their bank and many will mention support: long queues, chatbots that go in circles and nobody who takes ownership. That is one of the easiest places for a small money app to win. You don't need a call centre. You need to be quick, human and clear.
Answer like a person
Use your name, write in plain words and reply in the language your customers speak. A short, friendly answer from a real person beats a long script every time.
Be where your customers already are
Most people would rather send a message than make a call.
- Live chat on your platform, so people can ask without leaving the page.
- WhatsApp or the messaging app your community uses most.
- An email address that is checked every day.
- A short help page answering the ten questions you hear most.
Say what happens next
When a payment is late or something goes wrong, the worst thing is silence. Tell people what you are checking, when you will update them and then do it, even if the update is "still checking".
Write down every question
Every question a customer asks is a clue. If the same one comes up again and again, fix the page, the email or the step that caused it. Good support makes itself smaller over time.
Turn good help into growth
People tell friends when they were helped quickly, especially about money. After you fix a problem, it's fine to ask whether they would recommend you to someone.
Build it
Create your own financial platform.
Pick a template, name it, brand it, preview every page before you pay. Your brand, your users, your fees.
Build my platform →Questions people ask
Do I need a big team for support?
No. Many small money apps start with the founder answering every message. It is also the best way to learn what your customers need.
How do I win trust in the first place?
The trust guide covers who holds the money, showing your face and being clear about fees.
How to win trust for a new money app →Can I call it a bank?
In most countries "bank" is a protected word you can only use with a banking licence. Call it an account, a wallet, an app or a platform. The accounts and payments behind a SendPay Business platform are powered by licensed partners.
Is there a step-by-step plan I can follow?
Yes. The free launch checklist takes you from picking your people and naming your app to setting fees, going live and winning your first ten customers.
Digital bank app launch checklist →How do I start?
Pick a template, name it and preview every page before you pay. Your platform can be live on your own domain within 24 hours of confirmation.
Build my platform →Read next
This guide is general information, not legal or financial advice. SendPay Business is a technology company, not a bank, and does not take deposits; regulated services on the platforms are provided by licensed partners. PayPal, Patreon and Substack are named as reference points only and are not affiliated with SendPay Business.