Zest Money achieves exceptional customer experience amidst the pandemic

Learn how yellow.ai helped Zest Money reduce operational costs and bring down query resolution time by 75%

Use case:

Customer Support & Merchant Helpline

Channels:

Website, WhatsApp

Integration:

NA

Zest Money (ZM) is an NBFC (Non-banking financial institution) based out of Bangalore, India. Zest Money gives out mini loans for consumers buying on e-commerce stores within minutes.

Founded
2015
Website
www.zestmoney.in
Industry
Finance
Company size
500+

Challenge

Difficulty managing customer support & engagement for ZestMoney customers

The call volumes on the call centers were high which led to linearly scaling the call centers with the number of customers. Additionally, there was no scalable channel for Zest Money vendors to reach out for very specific queries when onboarding a new customer.

Solution

01.

Omnichannel Experience

yellow.ai designed an omnichannel experience on WhatsApp and Website for both, Zest Money’s customers and vendors. On the customer side, we adopted the strategy to launch a live chat for the first 3 months on their website and app dashboards to help gather data around the types of queries that were coming repeatedly which gave the initial data for automation.

02.

Vendor Management

We launched a verified WhatsApp channel using the WhatsApp for Business (WABA) API and on the backend connected to the live chat module of yellow.ai enabling users to reach out to Zest Money easily.

03.

Customer Support

yellow.ai built out a customer support conversational AI model that could answer the repeated queries and plugged the same as the first level query resolution on the live chat, the combined solution of Chatbot + Live Chat (For fallback).

Impact

75%

Reduction in query
resolution time

45%

Increase in customer
satisfaction

5000+

Tickets handled on
any given day

Latest insights

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