How Haptik Helped IIFL Reduce its Operational Cost and Improve Customer Experience

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Industry

Financial Services

Platform

Website

Live Since

May 2018

Product Used

Customer Care

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At IIFL Securities, we value our customers and believe in empowering them to get self-help at their convenience. However, we are always available to support them whenever required. Our ASK-IIFL (Chatbot & Customer Care), developed & supported by Haptik’s Intelligent Virtual Assistant, helped us cater to a large number of queries in real-time. The Ask-IIFL IVA has significantly reduced our resolution time and is driving our customer support efforts from the front. We would like to thank Haptik for a good beginning, and look forward to working with them to further enhance customer experience.

– Dharmender Narang, EVP & Chief Customer Experience Officer, IIFL

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IIFL Holdings Limited (formerly India Infoline Finance Limited), is an Indian diversified financial services company headquartered in Mumbai. IIFL serves over 4 million satisfied customers across various business segments and is continuously building on its strengths to deliver excellent service to its expanding customer base.

Challenge

IIFL received a high volume of support queries from customers, and wanted a solution that would address in an efficient and cost-effective manner.

The key objectives of the IVA included:

  • Enhancing customer experience with faster query resolution
  • Freeing up human agents to focus on resolving complex queries
  • Minimizing the need for human intervention to reduce the scope of errors
IIFL-challenge

Solution

Haptik built an IVA for IIFL which helped them:

  • Swiftly resolve queries end-to-end for common use cases such as Trading Report, Balance and Transfer, Brokerage Calculators etc.
  • Reduce operational costs.
  • Increase customer satisfaction.
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Key Use Cases

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Business Impact

45s

Resolution Time

30000+

Monthly Conversations

3.7/5

Average User Feedback

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