Our vision of customer care at Alan
This is the first article in a series dedicated to customer service at Alan!
Customer service, a pillar of our strategy
Customer service is a fundamental pillar of Alan's strategy. We have always aimed to deliver responsive, high-quality customer service, viewing it as a core element of our brand and a key differentiator.
This has been true since day one.
In 2017, every member of the Alan team (still a small crew back then!), co-founders included, personally handled all member requests. This decision stemmed from a deep conviction that everyone needed to be as close as possible to our members to build the best experience and to embody one of our founding cultural principles: being "member-first."
That conviction still drives us today. While the Care team (our customer service team) has grown significantly since then, we maintain a tradition of inviting every Alaner to participate in a "Member Day," a day spent alongside the Care team, answering member and client requests. As Alan now operates across multiple countries, this practice helps every team stay connected to the reality of our members' needs, wherever they are.
Customer service, an investment
For this reason, we see customer service as an investment, not a cost line, and this belief shapes every decision we make.
- We hire experienced, versatile profiles in Care. We call them "Care experts" ; they bring the expertise, maturity, and autonomy needed to resolve even the most complex cases independently
- We work relentlessly to make our product as intuitive as possible ; so that members can find answers to their questions without necessarily reaching out to us.
- We foster close collaboration between our Care and Product teams. Our experts are responsible for surfacing the key issues members face, synthesizing their needs to influence our product roadmap, and educating clients on how to use our product autonomously. They act as the ears and voice of our product team.
- We invest in developing our Care teams. They continuously upskill, which is essential for maintaining deep expertise on our ever-evolving products and features. We also encourage internal mobility into other teams at Alan. Today, former Care team members work across Account Management, Operations, Talent, People, Workplace, and beyond. They remain our members' ambassadors within Alan!
- We invest in the resources that enable the team to deliver excellent service. Some of our engineers, for example, are dedicated on a rotating basis to resolving bugs escalated by the Care team.
And above all, we invest in technology in service of Care.
- We aim to equip the team with the best possible tools, so they can resolve member issues quickly and focus on the tasks where they add the most value. Providing these tools is not just about operational efficiency. It is Alan's commitment to delivering an excellent internal experience for our teams, matching the one we offer our members. We see it as a prerequisite for service quality.
- We are convinced these tools must be tailored to the complexity of the requests we receive and the specificities of our organization. That is why we build the majority of the tools our team uses in-house.
Technology at the heart of our vision
We believe technology is the answer to the biggest challenge we face: continuing to deliver excellent service quality as our client base grows across markets.
A few years ago, we invested in tools that allow our experts to instantly gather the context behind a request, or access similar past conversations. Today, we are going further: we place artificial intelligence at the core of our Care operations. We leverage AI and emerging technologies to transform how we work and how we meet our members' evolving expectations, while preserving the personal touch in every interaction.
We will share more in the coming weeks about our customer service. Stay tuned!
Updated on 08/06/2026
Published on 08/06/2026
Author
Marie Hardel
Care Lead
Updated on
8 June 2026
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