Customer service isn’t optional for a bank, it’s essential. Being 100% digital with no physical branch locations, our customer support team is the strongest link between us and our customers.
Our goal is to provide the most reliable customer service in banking globally, so we’re investing heavily in our support team. With over 2.5 million customers and growing, our customer support team needs to expand at the same rate. Already today, our 400 in-house colleagues and an additional 200 external agents handle over 50.000 customer contacts per week in five languages. Through this setup, we were able to cut the waiting time for a customer using the chat function down to just 30 seconds on average.
We’ve recently received the feedback that we were not always available when customers needed us, which is why we continue to optimize our customer support services and availability.
How you can reach us
If you need to talk to us, you can reach one of our agents through our N26 website, or by using the chat function in the app. We’re available from 8am to 9pm Monday to Friday and Saturdays from 8am to 8pm. Need to talk to us outside of these hours? You can also send us an email or reach out to Neon, our automated N26 Chatbot, 24 hours a day.
Neon uses artificial intelligence to understand questions and provide the right answers. It can handle simple queries for now and offers 24/7 support to help you in urgent situations when no agent is available. Within opening hours, Neon also offers the possibility at any point in time to escalate to an agent, if you feel like human intervention is necessary to solve your case.
In urgent cases, such as suspected fraud or account security issues, you can also request a call back from one of our support agents. You will then receive a call from us within one hour of your request. If you need to block your card outside of our customer service you can currently do so via the app, our website or contact us via email.
Why chat support?
With instant access to chat support in the app, customer feedback revealed that most customers find the chat function to be the easiest and most convenient way to reach us. On our side, chat allows our agents to offer the quickest and most efficient service, while still reviewing each case individually.
Increasing our availability
We’re taking the recent feedback about our customer service availability seriously and we’re committed to further improving our service. That’s why we’re extending our chat support to 24/7 availability soon, so that you can reach one of our agents whenever you need to. We’re also further extending our call back service over the next few months and will implement an automated emergency service that allows customers to block their card in case they don’t have access to their account anymore without contacting customer service.
We look forward to continuing to offer you an excellent customer experience.