Your online portal just got better!

We have made some great improvements to your online portal experience!
Last month our engineers and product designers, have worked hard to redesign the look and feel of the Cards page and the Premium page on your online portal.

As our customer experience is at the forefront of our major decisions here at Capital on Tap, we have made it easier than ever before to manage your cards for your business and take the wise leap to upgrade to premium.

New Cards Page

The ability to effortlessly manage your business cards is an essential feature to enable customers to self serve. We changed the layout to make it easier to see how you can view your pin, and to report your card lost or stolen. The sleek new look is designed to give your business a helping hand when managing your cards.

cards

New Premium Page

With the aim to enable customers to earn uncapped 0.5% cashback on all card purchases by earning points every time they spend, the new card page has been redesigned to better aid customers in managing their cash back redemption.
While the new page allows users to view how much points they have accumulated,and convert these points into cash, its also enables users to join or leave the program at any given time with just one click.

rewards

Stay tuned for our next customer portal update!

-Ade Odubajo

Customer Success Story: Past Impressions Crystal and Fossil Shop

Many of us daydream of making a living out of a beloved past-time, longing for the day we can truly extract riches out of what fills our life with passion and happiness. Lee took his favourite hobby – his fossils and minerals collection – and turned it into a profitable business back in 1999: Past Impressions Crystal and Fossil Shop.

Lee came up with his very own business model after amassing various minerals and fossils for his impressive private collection whilst working in a job that did not bring him as much joy as his hobby. He explains, “I worked in a factory around that time, but I wasn’t really that happy, and I saw the opportunity to take something that I enjoyed and make a living out of it!”

His first crystal and fossil shop opened in Great Yarmouth and traded successfully for a decade, so much so that by 2009 Lee made the decision to move his business online to give customers all over the globe access to his stock!

Customers can now source their fossils and crystals in Lee’s high street shop in his hometown of Beccles in Suffolk, on his 2 websites, but also on eBay and Amazon! “The widespread presence of the business is what makes it fairly unique, as I haven’t limited myself to just one platform and try to do great things on all of them.”

Online orders benefit from a free delivery option for all UK buyers, and goods are delivered within 3 business days all over the country and within up to 21 days for international customers.

To ensure a continually strong presence across all of his selling platforms, Lee decided to research business credit providers on Google: “My suppliers give me great credit terms, however the nature of my business requires me to carry a lot of stock as the product is so unique.” It was while searching for a potential new business finance partner that he discovered Capital on Tap, and more particularly the feedback received by previous Capital on Tap customers on Trustpilot: “I sometimes think that  people who go through the trouble of leaving online reviews on sites such as Trustpilot are often angry or disappointed and eager to lash out if they have received poor service, but Capital on Tap have a lot of positive reviews, and people seem to enjoy using the product so I thought they must be doing something right.”

Lee decided to check his eligibility online and received a credit decision within a couple of minutes. “It was so easy to apply and get the account set up”, he recalls. Once the account was up and running, Capital on Tap kept meeting his expectations: “It’s simple to use, there when you need it and the dashboard is easy to navigate – Capital on Tap enabled the business to carry more stock.”

What does the future hold for Past Impressions Crystal and Fossil Shop? Lee plans an expansion of his Amazon selling platform without sacrificing any of the hard work he has already put in place in all other marketplaces so that even more customers can have access to great and authentic products. If you would like to find out more about the astonishing line of fossils and minerals on offer, visit www.pastimpressionsfossils.co.uk and www.pastimpressionscrystals.co.uk.

If like Lee you are looking to join the growing community of business owners using their Capital on Tap account to grow their business, check your eligibility today! There are no monthly or yearly fees, and applying has no effect on your credit score.

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Customer success story: Colebrooks of Bournemouth Limited

Some people head out to Bournemouth to enjoy the pier, or tentatively dip their toes in the water, but others have been known to make the trip to collect a car from the team at independent car dealership Colebrooks of Bournemouth Limited. Finding the car of your dreams at an affordable price is rarely an easy task and the team behind  Colebrooks of Bournemouth Limited have spent the last few years understanding each customer’s needs and expectations to match them with the perfect car.

Nicholas, the director of the business, explains that their company achieves excellence in service and stands out because of their dedication and hard work: “We put a lot of effort into growing the company, resulting in going from a sole trading business into a limited company in only a few years with a team of 4.”

The company specialises in selling cars at affordable prices, ranging from under £1,000 to £10,000, which can all be viewed online alongside vital details for each model. Customers can also visit the Bournemouth showroom with their used car and get an instant valuation and a cash offer on the same day, taking the hassle and delays out of the car selling experience.

Although Nicholas was not actively looking for finance at the time, he stumbled across a letter from Capital on Tap sent to the company and decided to look into the offering a bit more through a basic google search. Browsing through the Capital on Tap website, he started to realise that this could be a valuable service for his business, as it was not as restrictive as other regular business loans: “The idea of using it only if and when needed sounded great, so I gave it a go and made an application.”

Nicholas submitted his application on the Capital on Tap website at 09:50 on a Sunday morning and had received his approval at 09:52. Within a few more minutes, his Capital on Tap card was ready to be sent out on Monday morning and Nicholas was exploring the dashboard on his online account: “The dashboard is so easy to use, I know exactly what goes on with my account!”.

Within a month, Nicholas’s account was reviewed and his limit and star rating were both increased, meaning the business had access to even more cashflow at a lesser cost. He explains, “Capital on Tap gave me another source of funding when needed, it is handy to have on the side for any unexpected overheads.” The simplicity of the service and 24/7 access to his online account are only a couple of the factors that led Nicholas to trust Capital on Tap as a business partner: “Capital on Tap is a good business to work with because they are flexible and let you pay back early if you wish to, compared to inflexible ordinary business loans”.

With his newly obtained extra cashflow, Nicholas is already planning on the next big steps for Colebrooks of Bournemouth Limited: “What’s next for us as a business is bigger stock, a bigger variety of cars and hopefully a mechanics workshop!”

If you would like to find out more about Colebrooks of Bournemouth Limited, why not visit their website and look out for your next car? Head to www.colebrooksltd.co.uk today to view all cars available.

If like Nicholas you are looking to join the fast lane without any of the roadblocks found with high street banking, check your eligibility on Capital on Tap. With no impact on your credit score, no monthly or annual fees, you may have just reached your destination!

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Meet the voice behind the phone

Capital on Tap has started adding new features to their telephone services: when a customer calls our Customer Service team and all of our operators are on another line, they will now be informed of their position in our new queuing system and given an approximative waiting time until their call can be answered. This feature brings a new layer of transparency and should help our customers decide whether to wait for an operator or contact us at a less busy time if their query is not urgent.

Today, we sit down with Nyasha, the voice behind the phone, who tells us all about her time at Capital on Tap so far and the process involved in creating the new queuing system.

Hi Nyasha, can you tell us a bit more about your background at Capital on Tap?

I joined the company about 18 months ago now, and I started as a member of the Operations team. I moved up to Team Leader of Operations for a while before moving on to a new role back in February when I became the Collections Vendor Manager. I am now in charge of managing outsourcing deals for the Collections team, which is a lot of responsibilities but a lot of fun.

You clearly got to interact with customers at different points of their journey with Capital on Tap; What do you think is the most important quality to have when interacting with customers on the phone?

Patience is the most important one, but also an attention to detail is mandatory: it’s no good being able to answer the phone, you must be able to very quickly understand what’s happening with each customer so that you can handle any call efficiently and properly.

You have now recorded the new queuing system for Customer Service – What was that experience like?

It was a lot of fun – I was really nervous, but it turned out to be easier than I expected it to be. I was in a booth by myself, with the Capital on Tap Head of Operations Zoe in another room alongside Sound Recordist Rob. I couldn’t see their faces nor hear them unless they pressed a button, it was quite alienating. We didn’t need to do too many takes, it only took a couple of hours or so.

We had a simple script with all the sentences I was required to read out into the microphone. Numbers were the most fun one as I had to repeat each number individually a few times so that we could break phrases down during the editing part and create whole new sentences from those clips. Seeing Rob cut things down and change sentences was really impressive, especially little things like a gasp for breath completely disappearing from a sentence.

Customers will now be able to hear your voice even if they do not end up interacting with you in person, how do you feel about being the voice behind the phone?

I had recorded the Christmas announcement last year for Capital on Tap, so some customers are already used to my voice by now. I’ve been doing phone work for close to 10 years now, and I feel that now I’m even more aware of how to use my voice after recording the soundbites: it was interesting to hear the inflections and different pitches during each take so that I could place my voice to the right level on the next takes. It was such a great experience I never imagined I would get, especially working for a Financial company. Thanks to Capital on Tap giving me this opportunity, I might even make a hobby out of audio recording!

What benefits do you think the new queuing system will have for our customers?

It will be a lot more interactive from the start of the call. People may be more likely to hold the line when they are told exactly where in the queue their call is at and what the approximative waiting time is. It will also be beneficiary for people who may not need to speak to an agent on the phone urgently, as they can decide to call back rather than hold once they know how busy our lines are at a certain time.
We can consider more features in the future as well to ensure we can save customers’ time even more, it is all very exciting and will hopefully make their experience even better!

Interested in a career at Capital on Tap? 

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How important is the customer experience?

The old adage that the customer is king still rings true for many businesses. Customer experience is vital to the vast majority of firms and often makes an enormous difference when it comes to creating a successful long-term business. Though companies are increasingly automated and digitalised with each passing year, ensuring customers are pleased with the purchasing process is still a top priority for businesses of all sizes. While bigger, multinational organisations may be able to disregard some complaints as an unavoidable side effect of their size, small and medium sized businesses don’t have the same luxury.

Poor customer experience costs the UK an estimated £234 billion in sales each year and is responsible for an enormous number of missed opportunities, according to a survey from Magnetic North and Censuswide. Given that a massive 92% of customers reported having a poor customer experience at some point in time, leading to one in three abandoning a purchase, the statistics indicate that there is still a great deal of work to be done when it comes to improving British businesses’ customer service and the shopping experience.

Many of the problems experienced by customers occur over new purchasing platforms, through mobile devices, the Internet and other digital technologies. The rise of online shopping has radically changed the nature of doing business and entrepreneurs now have to ensure they provide a simple, easy to use online portal through which customers are able to contact the company, make purchases and provide feedback. The increasing use of mobile devices for business has also meant that websites need to be designed with mobile use in mind – an additional consideration that usually involves extra expense.

However, these concerns and additional expenses are more than worth the additional outlay. Figures from the Office for National Statistics (ONS) indicate that 69% of people prefer making a purchase online, 62% prefer to carry out their research online and 41% would rather make complaints over the Internet. This suggests that, as well as being the dominant means of completing a purchase, the web has become the preferred way of providing feedback for British consumers.

The most important figures to emerge from the survey relate to customer allegiance and their willingness to switch to competitors. 46% of those completing the ONS survey said that they had switched to a competing business after experiencing poor customer service. 71% of those that had switched, did so because it was difficult to find customer service information. These statistics demonstrate the importance of the customer experience to businesses of all sizes and suggest that no one can afford to ignore problems with the service they provide.

At Capital on Tap, customers are rewarded with funding rates as low as 0.79% per month based on repayment behaviour, whilst having access to their funds in minutes.

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