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Haptik Attempting To Simplify Customer Support Through Instant Messaging Platform
Mumbai based Haptik has launched an app of the same name which attempts to connect customers with customer support via instant messaging.
The startup launched the App for iOS as well as Android and claims to have already got about 100 brands onboard. The app plans to give Indian ‘Customer Support’ a complete makeover by letting users chat with experts and get help with customer support issues, FAQs and information.
What is Haptik offering? Customer Support has always been a pain–point for customers as well as brands. While brands were always blamed by the customers to be frugal in staffing the call centers or extensively delaying providing convincing answers, the brands themselves find it cumbersome to maintain an adequately trained team of people who would answer the queries in the shortest possible time.
The platform has chosen to offer Customer Support via instant messaging, as opposed to an in–bound phone support, owing to the convenience factor, explained Aakrit Vaish & Swapan Rajdev, founders, Haptik,
“Today messaging is the most used function on mobile, more than phone calling itself. The asynchronous nature makes it ideal for getting support as opposed to dealing with a call centre. We’ve spent about a year getting the product ready specifically for the Indian market, based on feedback from thousands of beta users. Now we look forward to everyone in the country using it”
The founders have developed a very interesting solution to the current dilemma of customers in India. People, who call to get their queries answered, usually have to go through long coded messages via the Interactive Voice Response (IVR) System before getting the ‘All our Customer Service Executives are busy at the moment. Kindly hold the line’ message, that plays on endlessly.
The asynchronous nature of the platform allows the customer, the freedom to send a query and continue with other work. He or she needn’t be stuck with a continually repeated message, while keeping the phone glued to the ear.
Haptik claims to have gone a step ahead and has roped in experts from airlines, banks, DTH companies, cinemas, electronics and appliances, fast food & delivery, insurance, e-commerce, retail and such other segments. These experts aren’t from the company, but from Haptik. Hence the company claims to offer an unbiased resolution to the queries. Interestingly, if the customer is still insistent on getting in touch with the company, they will have to call the customer care helpline.
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Source: http://www.watblog.com/2014/04/01/haptik-attempting-to-simplify-customer-support-through-instant-messaging-platform/
