How a startup that focused on user & customer experience alleviated people's fear of doing business with them
⚡️Let's talk about TransferWise's branding 💸
A cheaper, faster way to send money abroad while focusing on their customers' pains, solving them & over-delivering their promise.
It started with two friends who struggled with banking fees while transferring money abroad. But they found a better way, then Transferwise was born.
Their mission:
"Money without borders - instant, convenient, transparent, and eventually free. We’re powering money for people and businesses: to pay, to get paid, to spend, in any currency, wherever you are, whatever you’re doing."
A difficult problem they had to address besides what they do, was to make people believe in them & their mission.
Their home page is filled now with social proof & also a calculator that shows you exactly what the fees are, how much you send or receive & and the time it takes.
They focus a lot on the user and customer experience - on their website, app, and even IRL.
Their website picks automatically the country you are in & shows the currency you use.
The steps are clear every damn time.
They manage customers' expectations amazingly well. Did you send money & wondering when they will arrive?
The information pops up on the screen right at that moment, and this is just one example of the things they do to keep you updated with everything.
They truly try to live up to their mission. They put great importance in helping you move faster, whether it is sending money, contacting their customer service, or receiving the borderless card.
I have no words for their fast customer service that helped me update the phone number, validate my identity & my business details in ~1h without me contacting them directly.
By comparison, I waited for 1h for my bank to answer my phone just to update my phone number.
How can they be so good at all of this? They rely a lot on the customers' feedback and use technology in the customers' benefit!
I ordered the borderless card on the 9th of July and got it on the 20th of Jul. I would say it is fast, and the steps with what I had to do next was right where I was looking at. It really does make a great experience!
Have you ever used this company? Do you have anything to say about their branding?
I really thought it is a startup worth talking about and an inspiration for other startups that may need to hear this.
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Thanks for reading! What are your thoughts on this?
