Reduced ticket resolution TAT
Kissht is a financial technology platform that enables instant, seamless credit for consumers to make purchases at digital points of sale (online and offline). Its plug and play gateway APIs can be easily integrated into any merchant checkout page for providing access to these loans to consumers. Kissht has a mobile app, which they call the 'Kissht Collections App', which is used by their collections agent to recover payments due from customers. This app is used by 2K to 3K people on a daily basis. The primary use-case is to check records of customers, reach out to them, and provide payment links for completing due payment. This app should not be confused with Kissht's customer facing app here.
The impact of COVID-19, as the number of calls spiked leading to a rise in the number of issues (averaging roughly 50 support tickets a day). To support this, employees in all departments (and not just tech support) had to spend time handling these issues. For the business, this was expensive man hours being spent in tech support.
When experiencing an app crash, unexpected behaviour, or ANR, the user reaches out to the tech support team and raises a ticket. The typical user is not very tech sawy, and is usually not able to explain the problem well. The support team consequently finds it very difficult to understand, diagnose and fix the issues. The TAT for issue resolution takes upto 6 hours - which is way higher than what is acceptable for business. Issues in collection have a direct impact on the business cash flow, making this a high-priority issue for Kissht.
The problem became worse with the impact of COVID-19, as the number of calls spiked leading to a rise in the number of issues (averaging roughly 50 support tickets a day). To support this, employees in all departments (and not just tech support) had to spend time handling these issues. For the business, this was expensive man hours being spent in tech support.
UserExperior set up a proof of concept testing for Kissht, and the implementation time was less than 48 hours to go live. Post implementation, UserExperior provided session replays for all user sessions to Kissht. These session replays were high-quality recorded video sessions of users, and logged every information around the session - Device, Events, User Properties. Provided interaction log to complement high-quality session replays, providing more context to the support team. UserExperior also helped Kissht discover user behaviour and issues that they were not aware of, leading to further improvements in their processes.
The product team at Kissht was able to-understand the issues inside collections app without any dependency on the user. Flag false claims by collection agents with session replays as first hand evidence. Reduced ticket resolution TAT from 6 hours to 30 mins. And optimized payment offerings made to customers.
"UserExperior has been one of the few SaaS products that have been able to deliver an effective prognosis to the most common pain point of our suite of apps — how users are engaging with and deriving the benefits out of their app usage. My team has been using this tool almost on a daily basis and we have been able to accost both the design and usage problems quite easily. "
Head of Product, Kissht