Stashfin Customer Support
Improvements
Proactive Communication
- Implement timely notifications for users about upcoming payments, EMIs, and system maintenance.
- Provide clear and transparent information on payment breakdowns and costs.
Enhanced User Interface
- Redesign the online platform for a user-friendly experience.
- Include easy-to-use payment options and troubleshoot common issues.
Real-time Issue Resolution
- Introduce a real-time customer support chat for immediate issue resolution. (YM)
- Establish a dedicated support team to address payment-related concerns promptly.
Education and Support
- Develop user guides and FAQs to educate customers about the lending platform.
- Offer online tutorials and resources to guide users through the payment process.
Others
- Added Hindi language support
- CSAT of agents
- Moved from fixed pricing for CS agents to dynamic pricing where based on CSAT, payments will be done
- Canned responses for CS agents for increased productivity
KPIs
- Total tickets
- Number of unique customers
- Tickets > 24 hours
- Ticket Resolution TAT
- Ticket Closed TAT
- Ticket First Contact TAT
- Chat First Contact TAT
- Ticket Reopen Count
- Ticket Reopen Percent
- Play Store Rating
- Quality Audit Score
- RBI Escalation
- Number of Tickets resolved/pending
Creating and maintaining product roadmaps
Links