Verloop.io

Nykaa, a beauty and fashion startup, was facing challenges in handling customer support. The company was using emails and query forms to follow up with customers during conflict resolution. This process was time-consuming and inefficient, with customer service executives spending over 32,000 staff hours a month answering and replying to support queries. Nykaa wanted to automate parts of customer support that were automatable, to free up time to focus on other important aspects of customer experience.

MediBuddy, a healthcare service provider, was struggling to manage the influx of customer queries across various service verticals such as health checkups, medicines, consultations, lab tests, dental care, hospitalization, and genome studies. The company was relying on traditional communication channels like email and phone calls, and a team of over 250 service representatives. However, the team was unable to handle the volume of queries, especially the 800+ concurrent questions in real-time. The challenge was to automate the customer service process without compromising on customer satisfaction.

Kaarva, a fintech startup, was facing challenges in managing its operations with 3 separate WhatsApp Business Accounts and a team of agents. The company was looking for a solution that could automate its processes, provide advanced customer behavior analytics, and serve as a single touchpoint for their customers. The platform needed to be engaging, easy to use, vernacular, and scalable without major reinvestments. Furthermore, it had to be less data-intensive and capable of sending necessary financial documents even in 2G and 3G networks.

Kanmo Group, an omnichannel operator serving tens of thousands of customers monthly with various brands, faced challenges in handling customer support for multiple brands, communicating through emails on product claims, and resolving customer queries faster. They also wanted to supercharge their brand experience and consistency. During the pandemic, the influx of chats grew disproportionately, and Kanmo Group wanted to ensure a high customer experience and safety. They also wanted to ensure their customers felt safe when they were on chat and could shop remotely during the pandemic while maintaining the tonality of each brand under them.

AcadGild, an ed-tech startup, serves thousands of customers from across the globe. The company needed an internationally compliant lead generation tool that could assist their customers even when they weren't available. They were using traditional methods like emails or forms for lead generation, but these methods were not yielding the desired results. The challenge was to find a solution that could not only generate leads but also qualify them and answer their queries in real time.

O2 Spa, one of Asia's most dominant health and wellness providers, was struggling with customer engagement. The company had tried live chat and other chatbot platforms, but they were not meeting their goals of zero missed chats, instant response times, and tailored sales pitches at scale. A significant portion of their customer base was millennials, a demographic known for its preference for messaging over traditional forms of communication. The challenge was to find a way to engage this demographic effectively.

Despite their upward trajectory, the team at Lido Learning wasn’t willing to slow down. They knew they could do more to accelerate their customer experience. Hence, the team identified the following key challenges. Much like businesses across the world, Lido Learning’s support department managed all their customer queries through CRM, email, and phone calls. Maintaining the history of a user in a unified place was difficult. When agents didn’t have enough context around a query, they had to create new tickets in Freshdesk which was cumbersome. Besides, Lido Learning observed that customers were less receptive to the campaigns that were sent via in-app. In essence, for Lido Learning, the goal was to encourage parents to come to the platform to give feedback so that the team can collect actionable insights from it. As Lido Learning scaled up, they also realized that their support team had to, too. Unfortunately, with the existing support setup then, it was hurting their Opex. The bottom-line was to strike a balance between scaling up and providing a stellar customer experience.

Fenix faced two major challenges in its expansion into the rental light vehicle market in a region dominated by privately owned cars. The first challenge was educating users about the new product and the government regulations associated with it. As the product was new to the market, users had numerous inquiries about the product and the applicable laws. Fenix needed a sophisticated solution to effectively educate their customers about the rules, product offerings, and product usage. The second challenge was handling the mass volume of customer queries. As a nascent company, Fenix did not have an advanced customer support system in place. With a growing user base and the increasing popularity of their rental light vehicle services, the volume of customer queries surged to over 10,000 emails daily. This high influx of inquiries made it essential for Fenix to find a more efficient and effective way to handle customer support and resolve their concerns promptly.

Even faced significant challenges in managing member interactions due to the lack of a unified communication space. The company preferred using WhatsApp for member interactions, but managing conversations across multiple devices and groups was cumbersome and inefficient. This manual handling led to a high chance of oversight and the risk of missing out on critical information. The need for a more streamlined communication solution became urgent to ensure comprehensive outreach and support. The pandemic further highlighted the absence of a robust system for facilitating remote monitoring, consultation, and home-based test bookings, emphasizing the need for a seamless and accessible healthcare solution.

Taxmann faced challenges in automating lead flow from their website, as most offerings are subscription-based. They aimed to provide a personalized sales experience through a chatbot and sought a support solution for their compliance offering to assist customers in preparing e-TDS/TCS returns quickly. Additionally, agents were limited in responding to queries due to time spent referring to multiple documents and summarizing conversations, which could have been used to address more queries.

There are more than 10,000 support tickets that come to Scripbox on a monthly basis. Most queries are about investments and withdrawals, with customers wanting to know about new investment products, the status of their investments, and the purpose of investment. The number of chats has been growing month-on-month for the last 2 years. Customers expect immediate, accurate responses with no wait time, putting immense pressure on agents. More than 50% of queries are received via chat, 35% over calls, and 15% via email. Scripbox needed to strengthen their chat platform to handle queries efficiently and on time. Previous tools failed to handle the complexity of the query flow, leading to a decision to use Verloop.io.

Cairocart faced a significant challenge in handling the high influx of customer queries. With a high-density customer base, maintaining high levels of customer satisfaction was difficult due to the overwhelming flow of queries. The company implemented Verloop.io’s conversation AI solution across various customer-facing platforms like WhatsApp, Instagram, Website, and Facebook. The solution automated personalized responses to most repetitive queries, resulting in significant relief to the support team. However, for complicated queries, the chat had to be transferred to agents, who struggled to collate customer data and respond promptly. As a result, Cairocart wanted a solution enabling its agents to respond swiftly to complex queries.

Given the nation’s heightened emphasis on elevating infrastructure standards, Astral Pipes experienced a substantial surge in inquiries regarding their product range. Additionally, managing customer complaints through their existing support framework proved to be less effective as it put a lot of pressure on their support team. In parallel, the company also witnessed a notable uptick in dealership inquiries, with numerous high-profile investors expressing keen interest in aligning with Astral esteemed partners. This surge in interest marked a pivotal moment for Astral, signaling a growing recognition of the brand’s excellence and potential for prosperous collaborations. But this also meant Astral Pipes needed to find a better mode of support system to tackle all the incoming inquiries.

Milaap faced challenges in engaging donors effectively through traditional channels like SMS, emails, and calls, which had low delivery and open rates. This hindered the fundraising process, necessitating the exploration of new engagement channels. Additionally, technical hurdles such as integrating databases for efficient data exchange needed to be addressed. The solution also had to be user-friendly for the support team to ensure seamless adoption.

Frontier Markets faced significant challenges in reaching rural households effectively. Disseminating accurate information and validating it was a major hurdle. The company had an active customer call center to keep Sahelis updated about new product launches and to assist end customers in understanding product features. However, the onset of the pandemic exacerbated these challenges, as rural households were uncertain about timely deliveries, and Sahelis spent excessive time on phone calls. The company sought a digital enabler to extend its reach to 3000 villages and 500,000 households. The increasing smartphone penetration and widespread use of WhatsApp in rural markets led Frontier Markets to explore WhatsApp Chatbot as a solution. However, finding a vendor to effectively implement this solution was challenging, as not many were solving chatbot use cases in a mature fashion. Additional challenges included obtaining consent from rural customers for messaging, sharing communications in native languages, and designing unique bot flows for the rural market.

Travel and tourism being an extremely dynamic industry, delays, cancellations, and unexpected changes are inevitable in every traveller’s journey. Thrillark recognized this and made a commitment to enhance convenience for all their customers and sought to minimise these obstacles with unparalleled ease throughout the travel experience. Before integrating Verloop.io, Thrillark grappled with 100 support calls everyday, straining resources and hindering agent productivity. However, with the adoption of conversational solutions, they witnessed a remarkable drop in call volumes to just 20, even while managing 100,000 to 200,000 sales per day. This automation-driven transformation not only alleviated the burden on support agents but also empowered Thrillark to deliver seamless customer experiences across all touchpoints, enhancing overall efficiency and satisfaction.

Astral Bathware faced a significant increase in customer inquiries about its premium product range, which overwhelmed its existing support framework. The company also saw a surge in dealership inquiries from high-profile investors, necessitating a more robust support system to manage the growing influx of inquiries efficiently.

Midtrans faced challenges in onboarding merchants due to broken communication and missing information. The inability of merchants to understand the process and get answers to their queries led to drop-offs, resulting in business loss. The nature of queries varied, requiring a simple and navigable conversation flow to ensure merchants completed the onboarding process.

As a prominent takaful provider, Watania Takaful consistently encounters a multitude of inquiries ranging from claims processing, policy renewals, purchasing new insurance policies, to general queries, and even the registration of complaints. This diverse array of customer interactions is a testament to Watania Takaful’s widespread presence across the UAE region and the diverse needs of its clientele. With no presence of a unified platform, customers had to rely on either visiting the branches or IVR systems for the needful. Thus increasing the resolution time of any query or sales.

Food Crowd faced challenges in managing customer queries efficiently due to a high volume of orders and the need for timely information dissemination. The traditional methods of customer support through calls and emails were becoming inadequate, leading to long wait times and poor customer experiences. The company needed a solution to handle repetitive queries, provide 24/7 support, and effectively communicate promotions and offers to enhance customer engagement.