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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

product-roadmap-example