Case Study: Kissht (Ring) improves first response time and 24/7 customer support with Haptik

How India's Fastest Credit Lending App Elevated CX using Haptik

Kissht, now known as Ring, is a major Indian fintech platform that sought to provide seamless, 24/7 customer support for its diverse user base. The company faced the challenge of managing a high volume of daily customer requests and needed to significantly improve its first response time to meet customer expectations for prompt query resolution. To address this, they partnered with vendor Haptik.

Haptik implemented a conversational AI platform on WhatsApp to automate support. The solution enabled customers to instantly check their loan application status, view EMI details, and get their top queries resolved automatically. This resulted in an 84% automation rate and allowed Ring to handle 800,000 conversations, resolving 72% of queries end-to-end while delivering 24/7 customer support.

Kissht

Roshni Singh

Product Manager