Customers initiated a funds transfer, but spent the money before the transfer went through. When Jeff dug deeper into the customer data in Customer AI, he saw insufficient funds fees were a particularly contentious point. So we have to continue to look for innovative ways to move fast to satisfy our customers’ demands.” “There’s an expectation in the world today that money should move instantly, but we work in an industry where many of the rules were written in 1933. In any company, pitching changes to the revenue model is a hard sell, but it’s even harder in a regulated industry like finance. Soon after implementation, Jeff saw that 30% of Stockpile’s customers were talking about one issue: money movement. Jeff and his team began using Customer AI to analyze the most common topics and sentiment across Intercom conversations, Trustpilot, and Apple App Store reviews. I remember thinking, This is great, we’re clearly getting more value than we’re paying for.” Solution Customer AI’s AI-powered text analytics platform gave Stockpile the insights to push for a product that would delight customers. “Immediately the noise was gone and we were able to see what the customer was saying and it was Jeff considered hiring an engineer or data scientist specifically to analyze customer feedback.
I knew I needed help gathering and analyzing insights if I was going to turn our customer feedback into internally influential stories.” “I’m a pretty good storyteller, but as with most other organizations, data is necessary to make a product case. Jeff entered the company during a hyper-growth phase and quickly realized stating customer needs wouldn’t be enough to move the product roadmap. “Customer AI takes the fight out of internal discussions so we can focus on what’s important: why are we here, why are our customers here? What do they want us to do so that they continue to stay and grow and we deliver on why we built this company in the first place?” – Jeffrey Laird A startup mindset meant Stockpile needed an easy way to parse customer data so they could focus on the “why” behind it. His primary responsibility is making sure everyone hears and listens to customer feedback, which can be a struggle at times. At Stockpile, that job falls on Jeffrey Laird, Vice President of Customer Care. Like every other company in a heavily regulated industry, Stockpile has to strike a balance between customer care and regulations. Their specialties include fractional shares and shares given as gifts. Fintech startup Stockpile makes it simple and affordable for young investors (millennials and even children) to learn about the market and start investing.
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