Success in fintech comes down to one thing above all: outstanding customer support. ESTO, a pioneer in the field, isn't just a proven customer support specialist — it's a champion of customer-first culture. The numbers speak louder than words: ESTO is the highest-rated financial institution on Google, with an impressive 4.5-star rating.
In this article, we're sharing ESTO's experience and unpacking what sits at the core of great customer support.
ESTO's innovative strategies for better customer support
ESTO keeps raising the bar on customer support quality by putting these strategies into practice:
1. Quality over quantity
ESTO structures its workforce carefully to keep up with constantly shifting industry demands and maintain peak performance year-round. Because ESTO's results are built on quality of help, not quantity, it's essential to deliver an immediate, high-quality fix for whatever's bothering the customer — that keeps customers happy and saves time, since no one wants to go looking for a solution to a problem that's already solved.
2. Motivation and growth
A central goal has always been investing in the growth and motivation of the customer support team. The team needs to put themselves in the customer's shoes while delivering help that works for both sides. Through innovative schemes like bonuses and workshops, ESTO nurtures a culture of professionalism and continuous improvement.
3. A restructured team
Restructuring the customer support department — introducing a team lead role and a quality control lead — has streamlined workflows, enabling fast, effective handling of requests. For example, an ESTO small loan application takes minutes, review and disbursement are quick and simple, and the customer chooses their own repayment schedule. This reorganisation, which lets support happen fast and without friction, underscores the team's essential role and keeps its members motivated.
ESTO small loan
Meet our ESTO small loan payment option.
4. The right balance of technology
ESTO proves its technological edge by delivering personalised, efficient, and consistent service across every channel — over the phone, with advanced tools like IVR (an interactive system that engages the caller before the conversation even starts), and via chat, which is both a fast, convenient option for customers and an employee-friendly way to cut down on incoming call volume.
It's no surprise that when asked what makes ESTO's approach to customer service unique, and how the company keeps improving it, ESTO specialist Ksenija Jankevica shared this:
"Great customer service is fast, friendly, and reliable. It's also a key part of the customer's overall experience with ESTO — honestly, good customer service pretty much is that experience. At ESTO, we're available across multiple channels, from any place and any device, any day and any time. We track a range of metrics to measure our success in customer support, and it's worth noting that ESTO's culture is strongly customer-focused — you can see that in how satisfied our customers are with us! ESTO is the highest-rated financial institution on Google, with a 4.5-star rating."
Ksenija Jankevica
ESTO specialist
5. Training and humanity
Ongoing workshops and proactive training let the team help customers smoothly, even before new products launch — which matters a lot. A new product excites customers but is unfamiliar territory for them too, so the team needs to be ready to answer every question. What makes that possible:
Feedback sessions — shared meetings where, at least once a quarter, the customer support team discusses feedback and gaps identified by customers. These sessions significantly boost communication between departments, letting everyone find the best solutions together and reinforcing that we're one team, united around a single shared goal: delivering seamless, quality customer support under the ESTO name.
Building social and communication skills — a hugely important aspect in a world where everyone chases excellence in their professional field: the human side, sometimes neglected — empathy, conflict resolution, mediation, positivity, and other such skills. These skills are just as critical to quality customer support as they are to business as a whole.
Every win is a new challenge
ESTO has overcome a range of challenges, strengthening its commitment to excellence in customer support:
1. Dynamic team management
Balancing team size and workload as customer demand fluctuates is one of the biggest challenges. But ESTO's steady commitment and readiness, backed by an SLA (service level agreement) for customer support quality, guarantees consistency whether it's peak season or a quiet one.
2. Lasting motivation and knowledge
Despite the usual challenges, continuously motivating the customer support team with various bonuses and building knowledge through workshops remains a priority.
3. Integrating feedback
While turning customer feedback into real, broad improvements quickly remains a complex, ongoing process, ESTO actively works to put that feedback into action as fast as possible.
What defines ESTO's standout customer support
ESTO ties its outstanding customer support to three fundamental components:
1. Conviction
ESTO's unmatched service is built on the team's conviction in its transformative role in the fintech world — one centred on a satisfied customer with free access to funds, here and now.
2. Technology integration
For ESTO to support customers effectively, advanced solutions are essential, built on relentlessly tracking technology trends.
3. Continuous improvement
ESTO underscores its unwavering commitment to daily improvements, strengthening what works, and refining its services and products — or, put another way: what stands still doesn't last.
The bottom line
ESTO's drive for excellence in customer support reflects a team built on dedication, professionalism, and innovation. By overcoming challenges, implementing resourceful strategies, and fostering a customer-centred culture, ESTO doesn't just hold its high position — it sets the industry standard.
You'll find more tips on customer support in ESTO's blog: The most important customer service skills used by ESTO experts.