Overview

Float handles inquiries related to the issuance and daily use of the Float card. This document outlines Float customer support processes and escalation paths.

Process

Float prioritizes and promotes customers to engage with their accounts through self- service features and automation aimed at enabling customers to have as many options as possible to manage their accounts.

Customers can contact Float customer support via EMAIL [email protected], PHONE +1(848) 257-5517, or via our Intercom chat widget.

A Float support agent is assigned to the ticket, collects relevant user data, and reviews the inquiry by determining the urgency, troubleshooting and escalating to the appropriate channel where necessary.

If a resolution is possible within 24 hours the customer support agent will resolve the inquiry and solve the ticket. If a resolution is not possible within 24 hours, the agent will follow up with the user to detail the next steps which may include escalating the ticket to a higher authority or team and setting new expectations on the resolution timeline with the customer.

The ticket will be left on “Pending status” and the customer support agent will only close the ticket when they are able to address the user’s inquiry.

SLAs

• Support Hours: 8 AM - 5 PM WAT

• Avg. Time to First Response: 15 Minutes

• Avg. Time to Resolution: 46 hours

Record Retention

All customer support inquiries are stored in a CRM - Freshdesk for a minimum of 5 years.

Primary Stakeholders

Bukola Osuntuyi: [email protected]

Christian Michael: [email protected]

Edem Kumodzi: [email protected]