![]() ![]() This is the expectation and the level at which most good D2C brands are functioning already. On Whatsapp, Facebook Messenger, and comments on Instagram – the number of similar queries are many and users expect answers within seconds. ![]() Millions of people were now shopping online – and with growth, comes more queries, complaints, and issues to resolve. ![]() Telecom and financial institutions however did not spark their interest as much as the growing rise of eCommerce brands in India.Įcommerce comes with a pretty specific list of issues and also needed a pretty specific array of solutions.Įspecially when they were growing rapidly due to the lockdown caused by the global pandemic. Soon it was time for grunt work- Aniket and Nikhil spent months researching customer service in India, talking to companies and their customers, finding pain points and issues. This is where their studies and years of research in AI at IIT Delhi, MIT came in handy. The idea itself now, especially to a growing generation that hates picking up the phone and prefers to converse on chat, to have to call a company- is troublesome and exhausting.īoth Nikhil and Aniket were stunned by the speed of the resolution and how easy this could make for customers across the country – if only there was a way to cater to the number of customers that India has to deal with. Not a minute was wasted talking on the phone! The place where most users now ‘hang out’.Īnd when life got in the way as it inevitably does, the agent followed up promptly and closed the deal. An app where most people are checking in every few minutes. Not an email or a phone call, but on chat. The difference was that Aniket’s conversation with the company happened almost entirely on WhatsApp. Meanwhile, his batchmate- Aniket Bajpai, marveled at the completely opposite experience he had while trying to change his internet connection. To get it fixed was not a simple process- Nikhil had to impatiently wait through long calls to their customer helpline, having to repeat the issue to a new person often along with their details – you know the drill. Nikhil Gupta tried to migrate his phone number – if you have had to deal with anything similar, you’ll know this experience- and spent hours waiting and the issue was ultimately left unresolved. Two graduates of IIT Delhi at one point in their life found themselves exasperated, shocked at the absolute shoddy customer service they were subjected to. To learn more about LimeChat, its technology, and its plans for the future, check out the announcement below. The LimeChat human-level chatbot is capable of interacting with customers whenever, and it can do so through various platforms. However, AI has been changing the game, automating customer interactions on a large scale, and LimeChat is a part of that. Customers expect quick, helpful responses when they reach out to a company, but that is not always easy. ![]()
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