Customer Support

We will deploy a customer support system that is intuitive, multi-channel, and continuously improved based on client and staff feedback. New team members will be trained in the system as part of their induction, with ongoing refreshers provided.

Support will be available via multiple channels, and communication skills will be strengthened through regular training. Support resources and guidance will be kept current to ensure clients always receive accurate and effective help.

Complaints will be routed through a dedicated contact channel, with staff trained to respond promptly and consistently. Feedback will be recorded, analysed, and reported to Currencycloud so that learnings can be applied.

Ticket resolution times and first-response times will be closely tracked. Any delays will be analysed to identify underlying causes, such as call abandonment or long wait times, with corrective action implemented.
All support staff will undergo annual training in AML, CTF and customer service obligations, with additional training delivered in line with regulatory updates.