We strive to make Profee transfers simple and seamless, and most of our customers enjoy their experience and share their positive reviews of our service. However, financial operations stay complicated, and in some cases, things can go wrong. This article is dedicated to Profee's support team. We will explain how to reach those who care about our customers and how to get your problems solved.
Why might something go wrong with Profee?
Even though we are working hard on improving Profee's service, in some cases, things may go off track. Here's the story of John Smith, who ran into a few problems while using Profee:
- The verification process takes too long
It's Friday night, and John Smith decides to transfer via Profee. He follows all the necessary steps and completes the registration. He wants to upgrade to Plus to increase his transfer limit straight away. Therefore, he takes a photo of his passport and uploads it to Profee's website. For some reason, his shot is rejected, so he writes to Profee's customer care to speed up the process.
Yet he is told that the verification may take some time. John Smith gets angry with customer care and feels like writing a 1-star review blaming Profee for lousy service. Nevertheless, while writing it, he changes his mind.
Specific procedures (particularly the verification one) may take longer than expected for some of our customers. Due to the regulations we follow as an electronic money institution, we sometimes need an additional check for our client's documents. This process may take time, especially on weekends and bank holidays.
- Something is wrong with the card
On Monday, John Smith was able to complete his verification, so he can't wait to make his first transfer via Profee! However, his transaction is declined. John Smith reaches our customer care buddy, who explains that the card may be expired or there may be certain restraints set on his bank card, such as a block for specific transactions, and advises him to apply to the bank where the card was issued.
Unfortunately, there is not much we can do in this case. Only the bank can issue a new card or allow certain operations to be executed. Trying a different card may help, primarily if it was issued later than the one you could not use.
- An accidental violation of specific platform rules
So, when John Smith tries to send money from one country to another via Profee, his card is rejected, and he is recommended to try a different one. He does not have another card and is still trying to figure out what to do next. Luckily, Mr Smith sees his wife's card on the table! He knows that it was issued just a few months ago and that she has used it to make online money transfers. He tries using his wife's card, and… his account gets blocked by Profee.
Even though we try to simplify our customers' registration, verification, and transfer processes, we have a strict set of rules and requirements, as the security of our services and customers' data are our top priorities. Therefore, using someone else's card is prohibited and results in an initial block of the account.
How can you reach Profee customer care?
To reach out to Profee customer care, you may use:
- Profee's chatbot;
- Profee's social media channels;
- Profee's support email help@profee.com.
We hope that, in case you have any problems, you will choose the most convenient channel. All of our customers' requests are processed as soon as possible, no matter which way you decide to reach out to us.
Why do we have a customer care chatbot?
We know that there are certain negative stereotypes about chatbots. Many people are unsatisfied with their experience: they may get vague or even wrong answers to their requests or have their problems unresolved after trying to explain what went wrong. We experienced chatbots from some services, which seem to have been created by robots and for robots. Still, we have one at Profee - and for a good reason.
At Profee, we are used to fast and easy transfers and want our customers to get used to them, too. Not all the problems faced by our support team are as complex as the problems in John Smith's story. On the contrary, in most cases, our customers' issues are easy to tackle, and the answers to their questions are straightforward. We do not want you to waste your time, so we created Profee chatbot to have most of the issues you could possibly have resolved in minutes. We analysed the typical questions our customers may have and designed the answers to be clear and specific, carefully considering our customer care officers' experience. In this case, your answer is ready right after you type your question, and you get the solution you need.
Ulugbek Mamadzhanov, Head of Customer Support at Profee: "Profee is dedicated to providing the best customer experience, which is why we use automated solutions. This allows us to quickly deliver accurate information to all our customers, regardless of time or language. On average, half of our customers get all the information they need right from the bot without waiting for a customer support representative to join the conversation. However, finding the right balance is always crucial, so we ensure that our human support team is available whenever a more complicated case arises".
When do customer care operators interfere
Despite that, our chatbot algorithm is designed to detect cases which require a human care buddy rather than a speedy robot. If a simple answer cannot help, you may see a message urging you to check your email later for a reply from one of our operators. This may take a certain amount of time, as unlike the bot, the operator will not just give you a pre-written answer. They will likely seek the help of other team members to figure out what went wrong and fix it. Again, we must mention weekends and bank holidays, which may make you wait longer. But have no doubt: once your request reaches us, we will do everything possible (and beyond) to resolve your issue and make your experience with Profee enjoyable and hassle-free.
