Remitly is a service that helps immigrants all over the world to send money home to family and friends. It’s great to be able to share your money with the ones you love, but is it completely hassle-free to do so via Remitly? In our analysis, we’ve found a few things that Remitly can improve.
Why do we say this?
One problem that customers mention in their reviews is that their accounts have been suspended and they can’t understand why. The topic “account” has an average grade of 2,92 / 5 and the overall average grade is 4,05 / 5. This makes the topic a negative driver for the overall grade. As previously mentioned, customers don’t understand why their accounts are suspended. We can see that the most negative relations to the topic “account” are the relations to the topics “closed”, “suspended”, “reason” and “blocked”. To help customers Remitly should perhaps clarify why they close certain accounts. Providing more information to customers would make them happier and maybe it’s not even necessary to suspend accounts if customers just get properly informed about why certain transactions aren’t possible to make.
Another topic that’s negative for the overall grade is “bank account”. The average grade for “bank account” is 3,03 / 5. The problem that customers face is related to the problems with their Remitly accounts. When a Remitly account is suspended or a transaction canceled, some customers will still get their bank accounts debited.
The topic “call” is another negative topic with an average grade of 2,67 / 5. In over 10% of the reviews about “call”, the topic “times” are mentioned. It seems like customers are unhappy about having to call multiple times. In almost 25% of the cases the topic “customer service” is also mentioned. Remitly should investigate how their customer service deals with calls. It seems like the customer service has its biggest potential for improvement with calls since “call” is the most negative topic in our analysis.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.
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