Customer support for fintech, crypto exchanges and payment services

Support challenges in financial services

• High stakes: when money is involved, customers won't tolerate waiting, and every delay turns into worry and complaints.
• Sudden surges: during market swings or a payment-gateway outage, message volume multiplies within minutes.
• Transaction follow-up: "My money left my account but the transaction isn't showing" can't be solved in one chat — it needs the finance team.
• Data security: conversations are full of account and transaction details, and access to them must be controlled.

How Hodhod helps

A chatbot that collects the right details before an agent

With a decision-flow chatbot, gather what you need before the conversation reaches an agent: the request topic, a phone number or a transaction hash. Inputs are validated (with ready-made patterns for mobile numbers, email, numbers and transaction hashes), so agents start with complete, correct information. You can require customers to go through the flow before chatting with an agent.

Tickets with priorities and SLAs for transaction follow-ups

Turn requests into tickets — an unrecorded transaction, a delayed withdrawal — so they get a tracking number, an "urgent" priority and an SLA policy with first-response and resolution deadlines. The SLA report shows where you're falling behind.

A live queue at peak times

When the market moves and messages pile up, the widget shows customers how many people are ahead of them and roughly how long they'll wait. An informed wait means fewer repeat messages and less anxiety. Automatic assignment with capacity limits makes sure the load doesn't pile onto a few agents.

Secure access for your team

• Two-factor login for every teammate.
• IP restriction: panel access only from your company's approved addresses.
• Custom roles: for example, an agent who sees conversations but can't access reports or exports.
• Conversation export: download the history whenever you need it, for review or archiving.
• Team security: company admins can reset a teammate's password or two-factor login themselves.

Telegram, right next to your website

Customers of financial services often message on Telegram. Connect your Telegram account or bot so every message lands in one inbox and is followed up from one place.

A suggested setup

1. Build a chatbot flow for frequent questions (verification, deposits, withdrawals, fees) that collects the details you need.
2. Define an urgent SLA policy for financial requests and apply it with an automation rule.
3. Require two-factor login for everyone and restrict access to your company's IPs.
4. Turn on the queue and wait-time display for your website inbox.
5. Connect your support Telegram to the same panel.

Frequently asked questions