The Challenge

One of the biggest issues that we found with people, especially just starting off, with investing was that they really didn't know what investment products actually did. The majority of new investors would open accounts and leave it inactive.

While for the user, this wasn't too much of an issue, but for the company, having to manage empty accounts was a huge money lost as well as time spent away from helping active investors..

Once we started doing research, we found that most user didn't really understand how investment products operated, they thought that the brokerage account was the actual product and I can just keep putting money in there and it will get invested.

By clearly defining what an IRA was and how it works with investment products like, stocks, mutual funds or ETFs, we saw call reductions by 2% with people as they felt more informed. We also saw more engagement with investment product acquisition starts once we broke down how the product would benefit them, with either a hands off type of approach or self management.