Robinhood Markets is building up its phone-based customer service amid growing scrutiny over how the brokerage handles questions and complaints.
Politicians are taking a closer look at Robinhood’s popular free trading app, including its role in last month’s investing frenzy involving GameStop Corp. and other “Meme stocks.” Robinhood Chief Executive Officer Vlad Tenev faced more than five hours of questioning as a witness at a congressional hearing last week devoted to the episode, which also touched on the firm’s limited access to live phone representatives.
“We believe great customer service incorporates a combination of real people and the best technology, and we continue to invest in both,” Robinhood said in the blog post.
Casten asked listeners to put themselves in the mindset of a Robinhood customer with an urgent question, trying to call the company.
Robinhood has begun to realize the importance of adding live phone representatives.
As of last week, the company extended live phone support to customers with account-security problems, according to the blog post.
“We want to make sure we’re there for customers, especially in time-sensitive situations,” Robinhood said.