Stepping up Customer Service with ‘Fixie’ powered by Haptik



Group 15 (1)
Industry

Technology

Platform

Website

Live Since

September 2020

Product Used

Customer Care

onsitego

Onsitego is India's premium customer service company for personal devices, gadgets, small and large home appliances. With over 6 million happy customers, Onsitego partners with 300+ brands, retailers & service centers with the objective of improving post-sale customer service.  The brand’s fast-paced innovation has led to creating truly customer-centric products and improving the lives of millions of device users across the country.

Piyush Dinde, Associate Product Manager at Onsitego

We’re a technology services company, and our value comes from providing people with timely, smart, and relevant customer service solutions. With Haptik we’ve been able to deliver an enhanced customer experience while saving costs. The team at Haptik is extremely prompt to respond, and has been very supportive whenever we’ve needed their help.

—Piyush Dinde, Associate Product Manager at Onsitego

Business Goals

During the pandemic, Onsitego saw a surge of requests from users wanting to repair devices, home appliances, buy damage protection plans, and other support related queries. They were receiving an average of 7000 support requests per month and realized the need to deploy Conversational AI. 

  • Automate routine and repeat requests by deploying an Intelligent Virtual Assistant
  • Avoid long wait times and deliver faster query resolution
  • Deliver a superior customer experience without hiring and training new live agents. 
GOI-Challenge

Solution

Onsitego partnered with Haptik to build an Intelligent Virtual Assistant called ‘Fixie’. The virtual assistant helps with:

  • Providing first-hand information to routine queries related to repairing, extended warranty & damaged plans, locate a service center, and lots more.
  • Improving First Response Time and enables users to find what they’re looking for within a few clicks.
  • Has an in-built small talk module and avatar to bring in a human element and make users feel comfortable while talking to the virtual assistant.



Jio-Fibre-solution

Key Use Cases

Screenshots-2

Business Impact Within 3 Months

70%

Automation rate

6k/mo

Conversations handled

4.2

User rating

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