Industry guides
Guides for financial advisors
The enquiries that arrive after hours, the questions your team answers ten times a day, and the leads that go quiet before anyone replies. 19 practical articles on fixing them for financial advisors.
See how SpideyChat works for financial advisorsSavings Product Questions That Must Not Become Advice
Customers ask which account they should open and that is advice. Myths about answering product questions, and what a website may safely say.
Fraud and Suspicious Activity Enquiries Routed Correctly
A customer reporting fraud needs a person in seconds. Example conversations that get them there without ever handling account details.
Loan Application Questions That Stop at the Documents
Most abandoned loan applications fail on paperwork, not on credit. A teardown of where applicants give up and what to publish first.
Mortgage and Lending Enquiries Routed Correctly
Lending enquiries carry regulatory risk and are easy to mishandle. A decision guide on what a website may answer and what must reach a person.
Account Opening Questions New Customers Ask
Account opening questions are answerable from policy right up to the point they are not. Example conversations that draw that line clearly.
What a Bank Website Assistant Must Never Do
Banking sits inside strict regulation and high fraud risk. Myths about what a bank or building society website assistant can do, and the hard limits.
Member Questions Credit Unions Answer Every Day
Credit unions answer the same membership and account questions constantly. Example conversations that help members without straying into advice.
Business Owners Looking for Financial Planning Help
Business owners need planning that joins up personal and company finances. Why their enquiries are often mishandled and how advisers can respond well.
Existing Clients Asking the Same Service Questions
Financial advisers' existing clients ask the same service questions again and again. How to redesign client service so routine questions stop interrupting advisers.
Picking a Website Assistant Safe Enough for Advisers
What financial advice firms should look for in a website assistant, from advice boundaries to data handling. A practical buyer's guide with honest limits.
Referral Introductions That Deserve Priority Replies
Referrals from accountants, solicitors and clients are an adviser's best leads, yet many wait in the same queue. How to spot introductions and reply first.
Adviser Website Pages That Fail Nervous First-Time Clients
First-time advice clients are often nervous, and many adviser websites make it worse. The common page mistakes that put them off, and how to fix each one.
Minimum Investment Questions and Honest Answers
Many prospects wonder whether they have enough money to use a financial adviser. Example conversations for answering minimum investment questions honestly.
Retirement Planning Enquiries That Arrive at Night
People think seriously about retirement late at night, when advisers are closed. Why those enquiries slip away and how advisers can respond without advising.
The Lifetime Value of One Missed Advice Client
An advice client can stay for decades, so one missed enquiry costs far more than a single fee. A worked example of the long-term value and how to protect it.
Fee Questions Financial Advisers Should Answer Openly
Prospects want to understand adviser fees before they make contact. Example conversations for explaining initial, ongoing and hourly fees clearly and honestly.
First Meeting Requests Captured With Useful Context
Advisers need some context before a first meeting to make it useful. A step-by-step playbook for capturing meeting requests properly, without an intrusive form.
Prospects Who Research Advisers for Weeks Before Calling
People choosing a financial adviser read for weeks before they make contact. Why that long research phase loses advisers clients, and how to stay present through it.
Where Website Answers End and Regulated Advice Begins
Financial advisers worry a website assistant could stray into advice. Myths and realities about where helpful website answers end and regulated advice begins.