Shine has just been elected Customer Service of the Year 2025, in the Online Banking for Business category by the research and consulting company BVA Xsight. A victory which crowns the strategy adopted by fintech, emphasizing human relations.
Second consecutive year
This award is all the more relevant as it is awarded to Shine for the second year in a row. “ The first time is a consecration, the second time it is a confirmation. This renewed success is not the result of chance but the result of collective work and proactive listening to our customers. », Indicates Marcus Lehembre, vice-president of Customer Experience at the startup.
Launched in 2017, Shine is designed for self-employed workers, self-employed people, as well as small and medium-sized businesses. It offers a range of banking and administrative services tailored to their needs, including a business bank account that makes it easy to manage finances, make mobile payments, and access integrated accounting tools.
In addition to financial management, the company also offers features such as creating quotes and invoices, tracking payments, and notifications for important deadlines.
A human-oriented approach
On the customer relations side, fintech has chosen a human approach, described as “ anti-call-center » : its advisors are trained in the specific issues of entrepreneurs, in order to best meet their expectations. “ The pro account emphasizes a human approach and innovative biases. At Shine, the customer themselves prioritizes their request by estimating its level of urgency. », assures the company in a press release.
“100% digital is booming but customer relations remain consumers’ priority. They’re right, they shouldn’t have to choose. Their standards deserve our performance,” said Jean-Baptiste Sciandra, its CEO. “ Today, Shine offers the best of online banking without sacrificing support. Being alongside entrepreneurs is as important as developing our features », he adds.
So, Shine guarantees a service accessible 7 days a week. This availability allows rapid response, often in less than an hour and a half for e-mail requests. Another major advantage is maintaining a personalized relationship with customers. Each advisor manages a specific portfolio, while the company shares its roadmap publicly, to integrate their feedback into the evolution of services.
- Shine has just been voted Customer Service of the Year 2025, in the Online Banking category.
- This is the second consecutive year that the neo-bank has won this title.
- Shine has chosen to adopt a human-oriented approach in its customer relations, with advisors specifically trained to their needs.
