Enhancing the customer experience
Secure Messaging, also known as Messages, is a service provided by the company. This service is specifically designed to cater to the needs of customers who have questions or need more information about a product or service.
It enables customers to write messages directly to the company about their queries. This approach ensures a secure and efficient communication channel between the customers and the company, promoting transparency and active engagement. The 'Write a message' journey provided by the company has proven to be quite successful and straightforward. It has been observed that about 75% of the customers who embark on this journey, which involves expressing their queries or concerns, end up successfully sending a message to the company.
A customer service agent takes around five working days to respond to these customer messages. This duration can vary depending on the complexity of the issue or the volume of messages.
Impact on users
Impact on business
Each time a customer made a call to inquire about the status of their sent message, it inadvertently led to financial losses for the company. This is because the time, resources, and manpower utilized to handle these calls translated into additional operational costs for the company.
2025-26
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