V3I1P37

Financial Impact of Customer Support Efficiency on Revenue Performance in Fintech Tax Platforms

Akleesha Afsana Ahmed^1*, Prajwal G. Kulkarni²

Abstract

This research article examines the role of customer support efficiency in shaping revenue outcomes for fintech organizations, with a focus on a well-known tax-filing company. Customer support has emerged as a critical factor in sustaining customer satisfaction, retention, and upgrades in subscription-based fintech services. The study adopts a descriptive research approach, collecting data from 43 respondents comprising staff and interns of the customer support division at a leading tax-filing platform. Findings reveal that quick response times, accurate first-contact resolutions, and effective communication significantly influence customer conversions, renewals, and upgrades. Conversely, operational delays, technical glitches, and inadequate follow-ups contribute to customer dissatisfaction, refund requests, and discontinuation threats. The research highlights that although the company relies heavily on interns for customer support, strengthening process clarity, automation, and proactive escalation management can enhance both customer trust and revenue stability. The paper contributes to the broader discourse on fintech customer experience by emphasizing the interlinkage between support efficiency and business growth in digital tax compliance platforms.

Keywords:

Customer Support Efficiency; Fintech Services; Customer Retention; Revenue Performance; Digital Tax Platforms