Opal Transfer’s “No robots, only humans” signals about the value of human customer service

More and more companies started to use artificial intelligence-based characters to deal with customer issues, but speaking to chatbots gives a lot of people headaches.

In recent years, there has been an exponential increase in the use of robots instead of people in the customer service departments of medium and big companies.

Whether you need assistance to schedule a flight, speak with a mobile company, or deal with money transfers, the first one to answer your question is a robot, commonly called a chatbot or bot. Often when facing the most elementary customer queries, the chatbots turn out worthless. The result: lots of clients feel frustrated, even disrespected.

They said it out loud: No robots, only humans!
Opal Transfer, an international digital money transfer company, proves there are places where robots cannot replace humans. The company makes a bold statement by launching a media campaign “No robots, only humans”, which describes the customers’ dissatisfaction when facing chatbot service. Above all, it stresses the significance of human connection.

From automated phone messages that drag us through a labyrinth of options, asking us to press buttons, to chatbots giving us the same response and failing to answer our complaints, we have heard it all. Moreover, some companies charge more per minute just for talking to their team members, while others don’t display a contact number.

“Our campaign - No robots, only humans - reminds us about the importance of human connection, which is highly valued at Opal Transfer. In our activity, we embrace technology and the latest trends and use them to offer fast, safe, and easy online money transfers. But when it comes to serving our clients and answering their concerns, we are a 100% human-faced business by speaking with them on the phone or online, and in their languages. Our focus is on maintaining a professional yet close and warm relationship with our customers based on trust and respect. The human touch can't be replicated by a robot”, explained Gita Petkeviča, the managing director of Opal Transfer.

Opal’s message is clear and loud and highlights its distinctive feature: human support

People love talking to people
At Opal Transfer, the international team of operators welcomes and assists clients in up to 10 languages, including Bulgarian, Romanian, Latvian, Lithuanian, and Polish. Existing and new customers can speak their languages with the team over the phone, on WhatsApp, and social media channels 7 days a week.

The goal is for all the clients to feel listened to, understood, and cared for. Moreover, it’s a promise that Opal Transfer made to its customers almost two decades ago: to help them enjoy a better life in the UK. For many newcomers to the UK, receiving financial advice in their language represents an extremely valuable benefit.

“We believe that if the customers trusted us with their money, the money they worked so hard for and saved to support their families and relatives back home, the only way to repay it is to be there for them each time they need us. Whether it concerns their money transfers and finances or a piece of useful advice on their life in the UK, we assist them in their mother tongue”, detailed Opal Transfer’s managing director.

Human touch has a value that robots cannot reproduce - not yet, which comprises not only a faster and personalized help to customers but also empathy, nuanced and subtle conversations, and the ability to tie relationships. Simply put, people love talking to people!

Opal Transfer relies on direct communication
The London-based company has dealt with money transfers since 2003. Back then, sending money abroad meant meeting people daily, scanning documents, and operating with cash at their branch. Now, the clients benefit from a modern online platform and mobile application where they can send money across Europe with just a few taps and pay for their transfers in seconds via bank transfer or card. What remained constant during these years was the care for customers.

Opal Transfer relies on a 50-people team working in the UK and 4 other countries to maintain and preserve this special bond with its clients and provide them with fast, safe, easy money transfers. In the long term, the company aims to continue investing in mobile application development and money transfer service and remain committed to following customers’ needs.