7 Ways to Revolutionise Customer Communication in Fintech in 2025.

In the ever-changing world of fintech, customer communication has evolved from static updates to highly interactive, personalised engagement. As competition in the industry intensifies, effectively connecting with your audience can make all the difference. Studies show that 86% of customers are willing to pay more for a great customer experience. Customer communications play a key role in ensuring that your customers are not only happy but that they keep coming back for more, and in this digital age, businesses will have to adapt and utilise digital tools to stay on top of their communications.

In this blog, we explore 7 innovative ways fintech companies can revolutionise how they communicate with their customers.

Leverage omni-channel communication.

Lucia Porcu and Salvador del Barrio-García in their academic paper, Omni-Channel communication: Delivering unified communications across all branded touchpoints, describe omni-channel communication as the seamless integration and management of various customer touchpoints—such as SMS, online platforms, chat services, and social media—to provide a unified and consistent customer experience. For fintech companies to succeed in 2025, they will need to leverage all the avenues available to their customers, from email to WhatsApp and SMS. This means that fintech companies will need to go where their customers are and find ways to communicate with them there.?

But having your customer communications happen on different platforms can be difficult to handle. That’s where tools such as Moja—an all-in-one communications platform—make it easier to track, monitor, and address customer messages.

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