Recourse in Digital Financial Services : Opportunities for Innovation
This actual case highlights the importance of an efficient customer recourse system. Recourse systems can help consumers overcome the challenges related to product adoption and continued use by helping resolve initial problems or challenges quickly...
| Main Authors: | , |
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| Format: | Brief |
| Language: | English en_US |
| Published: |
World Bank, Washington, DC
2016
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| Subjects: | |
| Online Access: | http://documents.worldbank.org/curated/en/2016/06/26430466/recourse-digital-financial-services-opportunities-innovation http://hdl.handle.net/10986/24565 |
| Summary: | This actual case highlights the
importance of an efficient customer recourse system.
Recourse systems can help consumers overcome the challenges
related to product adoption and continued use by helping
resolve initial problems or challenges quickly, which can
build trust in providers and their products, and increase
uptake and customer retention. Effective recourse, and the
key principles of awareness, access, timeliness, and
fairness associated with effective recourse systems, becomes
all the more relevant in the case of digital financial
services (DFS), which still face trust deficits among some consumers. |
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