Case Study: Rebuilding Trust in P2P Lending with Digital-First Crisis Communication
Industry: Fintech (Peer-to-Peer Lending)
Service: Crisis Communication & Digital Strategy
Period: 2024-2025
The Situation
A digital lending platform faced a trust crisis after repayment delays triggered public backlash, especially from retail investors. The issue stemmed from borrower defaults and an ongoing fraud investigation — not platform failure — but emotions were running high.
Most of the pressure surfaced on digital channels: WhatsApp, customer service calls, and online communities.
Our Role
We helped the platform manage the crisis through clear, empathetic, and consistent digital communication, while staying aligned with regulators.
What We Did
✅ Humanized Digital Responses
Crafted WhatsApp replies and CS scripts that acknowledged lender concerns without overpromising.
Unified tone across all customer touchpoints.
✅ Educated the Audience
Produced digital content to explain the platform’s obligations, risk structure, and recovery process in simple terms.
Designed infographics and explainer decks to clarify the situation.
✅ Engaged Trusted Lenders Privately
Ran small online workshops with long-time users to show progress and rebuild trust.
Shared early positive trends and gathered feedback.
✅ Supported Leadership Communication
Prepared talking points and internal messaging during sensitive leadership transitions.
The Result
Reduced panic and backlash on digital platforms.
Built a foundation for future engagement with segmented lender groups.
Helped the platform reassert its role as a responsible and regulated intermediary.
Key Takeaway:
In fintech, digital empathy matters as much as legal accuracy.
When trust breaks down, the right message — sent the right way — makes all the difference.