Divido - Front-Line Customer Service Team of the Year
Company: Divido, London, United Kingdom
Company Description: Divido is a retail finance platform that allows merchants to offer their customers instant finance at 0% interest, whilst getting paid in full straight-away. This helps to boost conversion rates by up to 20%, increase average order values and encourage repeat custom. More than 600 retailers are boosting their business with Divido, including BMW, HTC and Simba.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Financial Services Industries
Nomination Title: Divido
Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Since 2016, Divido's amazing client success team has managed to gain a Trustpilot score of 9.8 out of 10 from its customers and merchants, accruing over 180 reviews. This is THE highest Trustpilot review for any point of sale finance company on Trustpilot, a huge success particularly given that it has come from a team of only 5 (in comparison to competitors' teams of tens and tens of staff). This is huge testament to not only their work ethic, but also their absolute commitment to doing the upmost for our customers.
Divido has built a client success team that not only supports every merchant during the onboarding process, but also provides 7 days-a-week support for them after they are set up. Whether this is providing them with marketing tips to provide them with advice on how to best promote Divido, or recommending the best finance option for their business, our team is there for all of our merchants to make sure they make the most out of Divido and improve their business offering. On top of this, we also support our merchant’s customers too, helping them to understand how Divido works and taking them through the application process should they have any questions, 7 days-a-week.
In addition to Divido's fantastic Trustpilot score, its Net Promoter Score (NPS) stands at +72.2. The average NPS score for financial service companies stands at 40. This is again testament to our client success team and their immediate responses, their patience and their determination to resolve any issue, no matter the difficulty of the situation or customer.
On occasion, our client success team has had to deal with unhappy customers for a number of reasons. However, despite these issues, which often happen when setting up a new company as Divido has only been trading for around 2 years, we have retained a great Trustpilot score with very few negative reviews - showing just how great our team are in solving any issues that arise.