Deliver WOW: Connecting you with our specialised support teams

23 August 2022Katharine Yacovone

At Revolut Support, we’re always busy behind the scenes improving the customer service we provide and wanted to share some of the things we’ve been up to.

Never Settling with a fresh, specialised approach​

We aim to Deliver WOW, which means making sure we offer the best help with quick answers and no fuss, creating all-around great customer experiences.

So, we’ve been asking ourselves how we can build a team that provides the right support, the first time. As we sought out customer support strategies that would work better for you, the answer was simple. To continue serving you best, we needed more than one team.

Why a specialised support model works so well

With 20M+ customers  across our growing selection of products, 200+ countries and regions, and 17 languages, customer needs aren’t one-size-fits-all. Our team shouldn't be either.

Up until now, all our support agents were trained to support all of our products. But, to deliver a consistent, personal, and responsive experience as our number of products continue to grow, it was time to take it a step further.  

So we kicked off our mission to create a fully specialised support model. Our aim was simple – to allow our customers to easily and quickly get help from specialised agents. With knowledge specific to their focus area, these agents can give you even more targeted information, streamlining your experience.

What specialised teams mean for you

When you have a question for us, you want to speak to someone with the right information at their fingertips. Our teams are still available in-app 24/7, 365 days a year. But with the new approach, our structure is more focused.

Whenever you need to get in touch with our specialised support, visit the Revolut app → select your Profile icon → Help → Select a topic (your reason for contact) → Chat with us → offer a few details about your question in the chat.

Try to be as clear as possible with your question, so our chatbot Rita can find your answers. If Rita can’t help directly, the information you provide allows her to connect you to a team member with the expertise.

Our Revolut Support services now offer 12 specialised teams who are experts in their topic. From savings to transfers, we have a specialised team on-hand to support our customers when they need it.

This system helps us resolve your question without passing you to other teams, so we can avoid wasting valuable time and boost your experience.

But how do we know we’re getting it right? We actively monitor the ratings our customers give each of our specialised support teams and assess any comments they have to make sure we continue to Deliver WOW.

Since moving to specialised queues, we’ve seen improvements in both our customer satisfaction rating and the time it takes to resolve any issues. We’re always looking for ways to help you better, and this approach is doing just that.

Want to help us amplify our services? We love feedback

At Revolut, we’re all ears. We believe there’s always room for improvement. So, if you have any further suggestions or feedback on the new specialised support experience, please share them with us on the Revolut Community.

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