How India's Fastest Credit Lending App Elevated CX using Haptik

Top-Fold (3)
Industry

Banking & Finance

Platform

App & WhatsApp

Live Since

February 2020

Product Used

Customer Care

Roshni Singh

 We wanted a chatbot where we get good customer service and an easy integration process. Haptik solved both of our issues. The integration was smooth and their support team was quick to resolve all queries. Haptik platform had a lot of flexibility for controlling the user experience, it gave us the opportunity to minimize our man-hours spent on answering static queries. The overall experience has been fantastic!

—Roshni Singh, Product Manager at Kissht

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Established in 2015, Kissht is a next-generation financial technology platform that enables instant, seamless and speedy credit financing for consumers across India. Operated by Onemi Technology Solutions Private Limited, the brand uses its proprietary software, algorithm, and credit marketplace platform for provisioning instant consumer loans through our financing partners. With a network of over 3000 offline merchants and 50+ online stores in about 40 cities PAN India, Kisshti offers a hassle-free experience of online as well as offline shopping on merchant stores by providing quick and Easy EMI at Point of Sale.

Challenge

Kissht receives a huge influx of traffic regularly, clocking a high number of support requests from customers. "Customer Support is a top priority at Kissht," explains Roshni Singh, Product Manager at Kissht. "We want to ensure that our customers are maximizing their use of the platform and getting the most out of it, and we wish to be there at every step to help them in their journey."

With thousands of users, the Kissht team uses Haptik to create strong user experiences across the entire customer lifecycle.

The key goals for the Intelligent Virtual Assistant were:

  • Promptly resolve queries and provide assistance to customers 24/7
  • Seamlessly answer L1 and L2 queries without external assistance
  • Improve First Response Time and Query Resolution Rate
Challenge (4)

Solution

Haptik worked with the Kissht team to build an Intelligent Virtual Assistant for Kissht Finance.

Providing powerful human support with automation

  • Users can get instant EMI details
  • Check active loans and application status via chat
  • Faster response time and query resolution 
  • Quick & smooth agent assistance for complex queries

After the initial success of Kissht’s AI-powered assistant on their application, the team expanded the assistant’s capabilities to WhatsApp, tapping into a power-house of a communication channel to serve & connect with their users. 

“We’re coming up with pre-trained conversation flows for users to apply for a loan or find application status directly via WhatsApp, giving us a better opportunity to stay engaged with our users and deliver tier I customer service across channels.” says, Roshni Singh - Product Manager at Kissht.

Solution (3)

Key Use Cases

Use Cases (2)

Business Impact

800K

Conversations handled

72%

Queries resolved end-to-end by the Virtual Assistant

84%

Automation Rate

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