Betterment’s 2019 Targets Are Cell, Monetary Planning


Betterment is aiming to grow to be extra customer-focused within the coming 12 months, in accordance with a publish by the agency’s Founder and CEO, Jon Stein. Describing 2018 as a 12 months devoted to listening to suggestions from prospects, advisors and employers who use the corporate’s investing options, Stein mentioned he wished to make the “customer-centricity tangible” in 2019.

In laying out the approaching 12 months’s roadmap, Stein famous that Betterment had made a number of enhancements in 2018, together with upgrading its customer support and constructing out a catalog of insights from questions and considerations raised by customers. Name maintain occasions and electronic mail response occasions, for instance, have been lowered by 80 p.c from earlier within the 12 months, he reported within the publish. Builders and engineers interacted with technical assist questions, as a part of a “buyer expertise week.” At the least one new function got here from that interplay, with John Mileham, the agency’s VP of structure, constructing out an automated password generator for the client expertise group.

The agency additionally sought to make clear its organizational construction as Betterment grew to 250 workers final 12 months. Staff wished to see “clear and easy traces of possession, accountability, and approval,” for “every of the experiences” Betterment prospects encountered, in accordance with an organization spokesperson, so Stein determined to assign a high government to supervise every.

Within the coming 12 months customers ought to anticipate to see enhancements in Betterment’s cellular product, promised Stein. “Our cellular expertise isn’t the place we wish it to be,” he wrote. “Virtually 70% of [customer] logins are on a cellular gadget, and an excessive amount of of Betterment’s performance isn’t but out there there.”

2019 can be gearing as much as be the 12 months of monetary planning, with Stein intent on delivering “stronger context and knowledge” to the corporate’s monetary planning choices. Money administration can even see extra consideration, with the corporate planning to assist purchasers with their financial savings and monetary habits.

Betterment reported over $14 billion in property underneath administration, with over 450,000 accounts, in accordance with its most up-to-date regulatory submitting.


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