Name: How Haptik enabled customer support automation for the World's 3rd largest Telecom
Uploaded: 2020-07-23T12:59:27.000Z
Duration: 1 min 37 s
Description: How Haptik enabled customer support automation for the World's 3rd largest Telecom

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### Chatbot Implementation
Users have consistently praised Haptik's chatbot implementation, citing its ease of use, powerful analytics engine, and ability to handle complex bot flows effectively. The platform's no-code builder and AI recommendations have been commended for streamlining the process of creating and managing chatbot interactions. While some users have noted minor issues with the bot builder platform, overall feedback indicates a positive reception towards Haptik's chatbot implementation capabilities.

### Customer Support Automation
Users generally praise Haptik's customer support capabilities. The feedback highlights the ease of use of the platform, particularly in managing analytics and conversations. The support team is commended for being responsive and helpful in resolving issues promptly. However, some users express concerns about the support team's efficiency in investigating and resolving production bugs quickly. There are also suggestions for improvement in terms of better interaction between the development team and clients to enhance understanding of requirements. Despite some challenges, users appreciate the automation of customer queries and the reduction in manual intervention for basic concerns.

### Conversational AI and Interaction
Users consistently highlight Haptik's conversational AI and interaction features as key strengths of the platform. The ability to engage customers effectively, reduce live chat volumes, and provide instant assistance through chat bots has been well-received. Reviewers appreciate the ease of interaction, simplicity of engagement, and the flexibility offered in customizing small talk responses. Additionally, the platform's disambiguation capabilities and strong support from the Haptik team contribute to a positive user experience. Haptik's focus on enhancing customer interaction through automation and personalized responses has garnered positive feedback from users across various industries.

### Lead Generation and Sales Support
Users consistently highlight Haptik's lead generation and sales support as key strengths, citing improved customer support efficiency and enhanced lead conversion rates. The platform's AI/ML tools and analytics capabilities are commended for providing valuable insights and streamlining the lead qualification process. While some users note occasional resource allocation challenges, overall feedback underscores the positive impact of Haptik's lead generation strategies on driving business growth and fostering customer engagement.

### Customer Experience Enhancement
Users generally agree that Haptik excels in enhancing customer experience through its customer success team and overall experience. The consensus is that Haptik's customer experience enhancement capabilities are highly valued, with users praising the responsiveness and support provided by the team. The platform's ability to improve customer interactions, resolve queries efficiently, and drive lead generation has been well-received. Customers appreciate the personalized approach taken by Haptik to address their needs and enhance their overall experience. The dedication of the customer success team in understanding business contexts and providing impactful solutions has been highlighted as a key strength in elevating customer satisfaction.

### Integration and Platforms
Users generally praise Haptik's platform flexibility and integrations. The consensus among reviewers is that Haptik's integration and platforms capabilities are robust and adaptable to changing customer demands. Users appreciate the ease of use and the ability to customize the platform for different channels like WhatsApp and Facebook. While some users mention areas for improvement such as faster integrations, overall, Haptik's integration and platforms are seen as a strong asset in enhancing customer interactions and streamlining processes.

### Real-Time Communication Solutions
Users have expressed overall satisfaction with Haptik's real-time communication solutions, highlighting the platform's ability to provide quick responses and timely support. While some users have noted occasional delays in real-time data updates, the general consensus is that Haptik's real-time capabilities contribute positively to their experience. The team's efforts to address issues and improve the real-time functionality have been acknowledged, with users appreciating the platform's commitment to enhancing communication efficiency.

### Analytics and Insights
Users generally praise Haptik's analytics and insights capabilities. The consensus among reviewers is that the platform offers detailed and insightful analytics tools that provide valuable data on user interactions and performance metrics. Users appreciate the ease of use and the depth of analysis provided by the platform, allowing them to track user journeys, monitor chatbot performance, and make data-driven decisions to enhance customer experiences. While some users highlight minor areas for improvement, such as the need for real-time data availability and more customization options, overall, Haptik's analytics and insights functionalities are seen as a significant strength of the platform.

### Feedback and Continuous Improvement
User feedback on Haptik's continuous improvement and feedback mechanisms showcases a mix of perspectives. While some users appreciate the platform's agility, customer-centric approach, and commitment to enhancing processes through continuous recommendations and updates, others express concerns about limitations in customization and the feedback mechanism. Suggestions for improvement include enhancing the bot design for external integrations, streamlining execution planning, and refining the feedback process for both bots and agents. Despite some limitations, users acknowledge Haptik's efforts to address feedback promptly and provide ongoing support. The platform's adaptability in accommodating diverse business requirements and the ease of implementing critical changes are also noted positively. Areas for further development include integrating analytics with external BI tools and enhancing user-related insights within the feedback mechanism.

### Cost Efficiency and ROI
Users generally appreciate Haptik's ability to reduce costs and overhead expenses. The feedback highlights that the platform has been successful in enhancing cost efficiency by engaging with customers organically, thereby reducing overhead costs and the cost of customer acquisition. Additionally, users have noted that the customization of the bot for various channels like WhatsApp, Facebook, and websites has contributed to cost savings. The platform's cost efficiency is further emphasized by its effectiveness in providing quick customer service and resolving queries in a timely manner. The integration of Haptik in the insurance industry specifically showcases a significant reduction in the overall cost of issuing marine insurance policies, leading to positive feedback and plans for further product migration onto the platform.

### AI and Machine Learning Applications
Users unanimously praise Haptik's AI and machine learning capabilities across various reviews. The consensus highlights the effectiveness of Haptik's AI chatbot in reducing manual customer support hours through FAQs and API integration. While some users acknowledge that other platforms offer similar services, they appreciate Haptik's unique monthly reports providing detailed analysis for continuous improvement. The intuitive UI, robust analytics dashboard, and dedicated support team further enhance the overall experience with Haptik's AI and machine learning applications.

Users highly recommend Haptik for integrating chat bots into systems. They consider it a valuable tool for this purpose. Additionally, they believe that Haptik is the ideal choice for a power data-driven platform, with its strong capabilities in this area. Users also emphasize the importance of discussing all possible use cases and clarifying the commercials with Haptik to ensure full understanding of pricing and terms. Overall, users find Haptik to be secure, easy to use, and integrate, making it an excellent solution for extending support to customers in the digital era.

Haptik has been an effective solution for businesses looking to automate their customer support process while providing personalised experiences to customers. Users have reported significant improvements in the overall customer experience, which has led to faster query resolution and fewer monthly calls coming into their call centers. Representatives using Haptik's highly user-friendly interface have been able to perform better, leading to more efficient guest communication and query resolution.

Haptik's chatbot feature has been instrumental in driving leads and answering customer queries with high levels of automation on WhatsApp. The platform's integration with ML FAQs and live agent support has allowed for seamless transitions between automated and support channels, improving scalability of operations without adding manpower. Additionally, Haptik's HR helpdesk feature has been useful for businesses in resolving employee queries and issues.

Overall, Haptik provides a comprehensive set of features that help businesses improve their customer experience, reduce agent overhead costs, generate leads with ease, and resolve employee queries effectively. With its highly efficient live support channels, personalized support experience, and end-to-end solutions on official bot platforms, it is no surprise that users are reporting satisfaction with the product.

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Get real-time chat disposition trends, scrutinize abandoned chats & set custom auto-response for offline hours & delays

Empower your live agents with all the information they need to answer customer queries more efficiently - without the need to toggle between multiple systems. Easily access user details, notes, and previous conversation history to contextually solve queries and personalize customer conversations on the go!

Upgrade your customer experience with Haptik’s Intelligent Virtual Assistants, driving ROI at every stage of the lifecycle

Accelerate go-to-market with Haptik’s drag & drop visual builder that includes 100+ pre-built, domain-specific Smart Skills designed for the most common use cases for your industry.

Get in-depth insights into how users interact with your IVAs, identify problem areas or features that can be improved and also collect first-hand user feedback about your IVA experience in real-time.

Smart Funnel helps us track the effectiveness of the bot by tracking the completion rates and identifying the drop off points in order to make changes to the bot design or flow to ensure users are getting a resolution

How Haptik enabled customer support automation for the World's 3rd largest Telecom

Among the top 3 telecom providers in the world, Reliance Jio has a large customer base in India. In order to cater to its ever increasing user base, Reliance Jio Infocomm Ltd wanted to empower users with an AI assistant within this flagship mobile app (MyJio) to enable agile customer support, improve automation, and deliver personalized user experience while reducing the operating costs.
The Haptik powered conversational AI solution was deployed to cater to over 5 million customer interactions each month. Solving over 700 different customer queries, Haptik's Intelligent virtual assistant has helped save more than $3 million in annual operating costs

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