Rapid growth in business and increased load on customer support team lead to increase in agent wait time for this NBFC, loss of sale and longer conversion cycles. They decided to enhance their team’s efficiency and also customer engagement.

In April 2020 with the outbreak of Covid 19 and nationwide lockdown, this NBFC realized the need of automated and digital channels for customer communication. As WhatsApp is used widely across India, they decided to adopt it as a new customer communication channel. Earlier, the company had been using email and phone to resolve prospects and customer queries. This was not an organized approach and was a highly time-consuming process.

In May 2020, this NBFC integrated WhatsApp Business API into its customer service channels with the help from Systematix Infotech. The “Whatsapp” button was enabled on their website and app.

Within just one month of the integration, they saw quantum jump in the number of prospects and customers opting to communicate via WhatsApp. By becoming more available and accessible 24/7, and improving response time, they experienced good customer feedback and also increase in their sales conversions as they could clarify prospect’s doubts and questions faster. Chabots were designed to answer standard queries from prospects over WhatsApp.

Digital assistant was designed for answering questions of existing customers. They used validation and APIs to extract specific information from their core lending application for auto response to the customers on their queries over WhatsApp.