How IIFL Enhanced CX with Haptik’s Omnichannel Solution
Customer Company Size
Large Corporate
Region
- Asia
Country
- India
Product
- Haptik's Omnichannel Solution
- IIFL Chatbot
Tech Stack
- Chatbot Technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Cost Savings
- Productivity Improvements
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Finance & Insurance
Services
- Software Design & Engineering Services
- System Integration
About The Customer
IIFL Holdings Limited is a leading diversified financial services company in India that caters to a large customer base of over four million individuals across various business segments. The company offers a wide range of financial services, including loans, investments, and trading solutions. With a strong focus on customer satisfaction, IIFL aims to provide efficient and effective support to its clients. The company has been facing challenges in managing the high volume of customer support queries, which has led to increased operational costs and longer wait times for customers. To address these issues, IIFL has been exploring innovative solutions to enhance its customer experience and streamline its support operations.
The Challenge
Offering immediate query resolution and making customer support efficient were paramount for IIFL. The growing number of customer queries also put a strain on their call center operations, leading to higher operational costs. To address these challenges, IIFL sought to enhance their customer support by implementing a more effective solution. Even low-touch, basic queries were subject to delays in receiving support. The objective was to free up human agents from addressing low-touch queries, thereby enabling them to focus on resolving more complex queries. The goal was to minimize the necessity of human intervention and decrease the potential for errors.
The Solution
IIFL collaborated with Haptik to create a chatbot capable of delivering prompt customer responses and enhancing overall customer experience. Through the implementation of Haptik's chatbots, IIFL could achieve faster and more precise query resolution, leading to an overall improvement in customer satisfaction. Moreover, this initiative allowed IIFL to minimize their dependence on call centers and optimize their operational expenses. The primary purpose of the IIFL chatbot was to offer swift solutions to frequently asked questions such as Trading Report, Balance and Transfer, Brokerage Calculators, and more. The chatbot led to a reduction in operational expenses. In addition, the chatbot enhanced customer satisfaction.
Operational Impact
Quantitative Benefit
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