Haptik

What do you like best?

We launched Haptik just as the Covid crisis hit, and there is no doubt that it has helped us maintain a high level of customer satisfaction and one of the highest NPS scores in the country. WFH and increasingly high volumes have put additional strain on our CS team, but Haptik and our brilliant bot Netty have risen to the occasion and helped us deal with these pressures.

What do you dislike?

There is nothing that I don't like, but we are aware that some customers, especially seniors, complain about the impersonal nature of "bot chat" and ask for things to go back to the "good old days." But we find that after a few sessions, even the most ardent critics come around and appreciate the efficiency of getting updated quickly and accurately by a smart, API-connected bot.

What problems are you solving with the product? What benefits have you realized?

We are reducing wait times for CS. As e-commerce companies scale, having enough live agents to provide coverage within a reasonable SLA becomes a daunting challenge. By having a significant number of queries answered by our bot, we can provide a better CX.