Revolutionizing Customer Experience in Fintech: A Case Study on Ring
Technology Category
- Application Infrastructure & Middleware - Event-Driven Application
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Buildings
- Cement
Use Cases
- Building Automation & Control
- Leasing Finance Automation
About The Customer
Ring, now known as Kissht, is a leading financial technology platform in India, founded in 2015. It has transformed the way customers access credit financing. With an extensive network of over 3000 offline merchants and more than 50 online stores, Ring aims to provide a frictionless lending experience to its customers, both online and offline. The company has a diverse customer base and is committed to building a robust user experience. Ring's goal is to help customers maximize the benefits of the platform and provide assistance at every step.
The Challenge
Ring, a leading financial technology platform in India, was facing a significant challenge in managing the high volume of customer requests due to its extensive network of over 3000 offline merchants and more than 50 online stores. The company's primary goal was to help customers maximize the benefits of the platform and provide assistance at every step. The customers' primary expectations were prompt query resolution and a satisfactory customer experience. They sought a responsive and efficient customer support system that could address their concerns promptly. Ring recognized the importance of 24/7 brand availability in providing a seamless customer experience and was exploring solutions to enhance the rate of first response time.
The Solution
To address this challenge, Ring collaborated with Haptik to develop a conversation platform on WhatsApp. This platform leverages the efficiency of a WhatsApp bot to provide customers with instant access to EMI details and address their top queries. The automation enabled by the platform allows customers to quickly and efficiently access the EMI information they need without any delay. Haptik leveraged the WhatsApp UI to offer current users the ability to check active loans and application status via chat. The Haptik bot allows for faster query resolution and response times, thereby enhancing the overall customer experience.
Operational Impact
Quantitative Benefit
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