By Use Cases
By Industry
Zest Money achieves exceptional customer experience amidst the pandemic
Founded
2015
Website
Channels
Website, WhatsApp
Use Cases
Customer Support & Merchant Helpline
Challenge
Difficulty managing customer support & engagement for ZestMoney customers
The call volumes on the call centers were high which led to linearly scaling the call centers with the number of customers. Additionally, there was no scalable channel for Zest Money vendors to reach out for very specific queries when onboarding a new customer.
Solution: Omnichannel WhatsApp bot
1
Omnichannel experience
Yellow.ai designed an omnichannel experience on WhatsApp and Website for both, Zest Money’s customers and vendors. On the customer side, we adopted the strategy to launch a live chat for the first 3 months on their website and app dashboards to help gather data around the types of queries that were coming repeatedly which gave the initial data for automation.
2
Vendor management
We launched a verified WhatsApp channel using the WhatsApp for Business (WABA) API and on the backend connected to the live chat module of yellow.ai enabling users to reach out to Zest Money easily.
3
Customer support
Yellow.ai built out a customer support conversational AI model that could answer the repeated queries and plugged the same as the first level query resolution on the live chat, the combined solution of Chatbot + Live Chat (For fallback).
Impact
FASTER RESOLUTION
0
%Reduction in query resolution time
HIGH CUSTOMER SATISFACTION
0
%Increase in customer satisfaction
SEAMLESS SELF SERVE
0
+Tickets handled on any given day
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