Robinhood Upgrades Customer Support to Improve Customer Experience

Online brokerage Robinhood recently announced a number of upgrades to its customer service and support efforts.

These include upping live phone service for clients, investing more in automation and machine learning, opening new offices and hiring more customer service registered reps, and building self-service and educational tools.

Expanding live phone support

The broker wants to make sure they are there for customers, especially in time-sensitive situations. Over the past several months, it rolled out phone support for options issues through a new in-app contact feature. Now, customers can request to speak by phone with a registered financial representative at Robinhood for help with an open options position or recent expiration. And last week, they rolled out live phone support to customers needing assistance with account security.

Their smart triage flow and click-to-request callback technology help customers pick the exact position they are having problems with. 

Over the coming months, the company will expand across a number of additional situations, including trading and transfer issues.

​Investing in automation 

With this additional intelligence brought to automation, the company is able to improve overall experience while reducing the load on human agents. 

They are also helping customers correctly identify their problems, solving them with minimal friction, and prioritizing the most time-sensitive or urgent cases. They are constantly improving their smart triage flows through feedback from customers.

They’ll continue to use automation and machine learning to help offer customer more timely and customized support.    

Growing the team and reducing response times

In 2020, the size of full-time customer support team has tripled, and the company hired hundreds of new registered financial representatives to help customers with their account issues. They opened new offices and plan to more than double the number of full-time registered reps at Robinhood throughout 2021, and will expand to new geographies to support this hiring goal.

Building self-service and educational tools

The company will also continue to invest in self-service tools that help customers get questions answered without having to talk to someone. 

They also continue to expand their educational resources that help customers learn more about the markets and investing.