Case Studies
How Fi Money increased debit card activations by 17% and reduced support dependency with in-app Stories
How
Fi Money
uses StorifyMe?
Web Stories, In-app Stories, Customer Education
India
Company Size
400+
Industry
Fintech
Summary
To reduce support dependency and improve feature adoption, Fi Money introduced in-app Stories as a new self-service content layer.
Stories allowed users to learn and act in real time, whether activating a card or exploring features, without leaving the app or contacting support.
The result: over 2 million impressions and a 17% increase in debit card activations, proving that Stories can turn education into measurable user action.
About
Fi Money
Fi Money wanted to help users find answers faster and reduce reliance on customer support. By introducing in-app Stories, they created a self-service content layer that educates users, simplifies complex actions, and drives feature adoption.
"Answers to everyday money questions shouldn't be hard to find: this is what we wanted to solve for. We also wanted self-discoverable quick solutions that users would engage with and consume whether it's activating a debit card, ordering a chequebook, resetting a PIN and so on. StorifyMe has helped set up interactive stories where users could learn as they go, without needing external support or going through a maze of information."
Problem
The team at Fi Money wanted to proactively solve for better Customer Support by offering solutions to customers first-hand and on time without having lined up support tickets. The team was looking for a solution that lets users find answers to their queries via interactive content formats that are easy to understand. Secondly, because it is a money management app, it was important for the team to pass on financial tips and know-how to its users in a digestible, tidbit format without making it sound boring which financial info always is.
Solution
The StorifyMe integration was seamless and reduced not just incoming customer tickets but also educating users on features within the app that users could discover themselves. Cumulatively, these stories had over 2 Million impressions, significantly impacting various in-app metrics. For instance, there was an uptick of 17% in Debit Card activations after we implemented the "How To Activate Your Card" story.
Apart from this, our in-house design and engineering teams found it a flexible solution that integrated with our design system seamlessly. Currently, we use content powered by StorifyMe across various verticals within the Fi app including 'Crash Courses' on the Fi Money site. We will use such stories to plug potential knowledge gaps and encourage users to engage with our features.
Stories enabled users to solve common tasks independently reducing friction and turning support queries into self-service actions.
Why this worked
- Delivered answers directly inside the app, where users need them
- Simplified complex financial actions into step-by-step guidance
- Reduced the need to search through help centers or contact support
- Encouraged users to take action immediately
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