• Toss ranks #4 on our APAC’s top 10 retail neobanks to ace CX.

Toss company profile

Toss 8-point customer experience framework analysis

Top customer experience initiatives

A unique suite of hyper-personalised services

Perhaps the key reason behind the increasing popularity of Toss is the company’s persistent innovation to increase user convenience by fulfilling its core needs. The services Toss offers, namely Toss Payments, Toss Insurance, Toss Security, Toss X, all come under the same app. This is an excellent approach, considering its rivals in the country do not offer this level of sophisticated navigation.

Toss takes personalisation to another level by not restricting itself to savings and budgeting, but offering personalised credit card recommendations, investing tips, and loan and insurance offers. What this essentially does is help Toss become a one-stop destination for their customers, which in the long run, helps build trust and acquire more customers.

With hyper-personalisation, the customer also gets to:

• Schedule transfers during the bank’s maintenance hours
• Go paperless and pay bills from healthcare to traffic fines with Toss Online
• Uncover government subsidies
• Manage all subscription services easily

Other customer experience initiatives

How you can match up to Toss

• Offer personalisation in credit card recommendations and loan and insurance services to your customers
• Leverage various social media platforms to connect with your customers

Actionable insights for Toss

• Introduce wearable banking
• Offer personalisation with budgeting and savings
• Try gamification that revolves around credit scores and brand cashbacks

Read full report here.