Recourse in Digital Financial Services : Opportunities for Innovation

Mazer, Rafe ; Garg, Nitin

World Bank, Washington, DC

关键词: CREDIT PRODUCTS;    FINANCIAL SERVICES;    DEPOSIT;    RISKS;    DEPOSITS;   

RP-ID  :  106036

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

This actual case highlights theimportance of an efficient customer recourse system.Recourse systems can help consumers overcome the challengesrelated to product adoption and continued use by helpingresolve initial problems or challenges quickly, which canbuild trust in providers and their products, and increaseuptake and customer retention. Effective recourse, and thekey principles of awareness, access, timeliness, andfairness associated with effective recourse systems, becomesall the more relevant in the case of digital financialservices (DFS), which still face trust deficits among some consumers.