Zendesk Startup CX Awards: Atom Finance

Atom Finance is an investment intelligence platform designed to simplify the way clients research the markets, consume financial news, and apply data to make smart investment decisions. The cutting-edge technology gives novice, casual, and advanced investors a one-stop investing experience that is quick, easy, and affordable. Users enjoy instant access to actionable insights, including portfolio highlights, market overviews, earnings analysis, curated content on domestic and international markets, and estimates of stocks, funds, ETFs, and crypto.

In 2022, Atom Finance developed a custom integration for users to submit product feedback directly through its mobile app with a single click. That feedback is automatically captured with ticket fields and tags in Zendesk, where team members can communicate with users to gather more information and leverage the data to inform its product roadmap.

Integrating with Zendesk opened up exciting new possibilities. Whereas Atom Finance previously only provided data for equities traded on the US stock exchanges, the company is now able to identify priority markets that could help scale operations internationally. The team ran queries in Zendesk and determined that 76 percent of users submitting feedback seeking additional market coverage were specifically interested in Canada and OTC markets. Based on Zendesk data, Atom Finance successfully launched coverage of Canadian and OTC markets in early 2022. As the company grows, employees will continue to use data from the in-app feedback integration to pinpoint future market expansion.

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