Although the "service" Lydia provides is usually accessed via digital interfaces (i.e., no physical branches), it is first and foremost designed and performed by and for humans. Hence, customer service is the beating heart of the service Lydia provides. Its goal is to be the most efficient guide possible for all matters relating to money.
For Lydia customers
The help provided to customers takes several forms:
- The manual: it showcases what can be done with Lydia, and how it can be done. Just like a typical user manual. Customers can use it to single-handedly learn more about Lydia services or solve issues they encounter.
- The virtual assistant: it is available 24/7 and replies instantly. It provides help on topics ranging from frequent questions ("I'd like to try out Lydia+") to the more specific needs relating to a customer in particular ("Why is this payment crossed out in my transaction history?"). This guidance remains virtual, meaning it is unable to fulfill all requests. This is when Lydia teams come into play:
- The dedicated team: a team of several advisors is assigned to each customer, right during account creation, in order to strengthen the bond between the team and the customer. Customers can reach out to their dedicated team via the in-app inbox, or via email. It answers within 12 hours on average.
Lydia Black+ customers can also book a phone appointment from Monday to Friday 9:30 AM - 6:30 PM
- The manager: should customers think that a conversation with one of the team's advisors was underwhelming, they can reach out to the manager. This helps us ensure an excellent service for even the most demanding of customers.
All these options are available on the in-app Guide screen.