Case Study: Kissht reduces ticket resolution TAT by 90% with UserExperior

How Kissht Reduced their Turn Around Time (TAT) by Upto 90% and Solved User Problems

Kissht, a financial technology platform, faced a significant challenge with its internal collections app. Employees were spending expensive man-hours handling a high volume of support tickets, as non-tech-savvy users struggled to accurately describe app crashes and issues. The COVID-19 pandemic worsened the situation, spiking tickets to 50 per day and causing the ticket resolution turnaround time (TAT) to reach an unacceptable 6 hours, which directly threatened the company's cash flow.

UserExperior implemented its solution in under 48 hours, providing Kissht with high-quality session replays and interaction logs that gave the support team full context for every user issue. This allowed Kissht to understand and diagnose problems without user input. As a result, UserExperior helped Kissht reduce its ticket resolution TAT by up to 90%, cutting it from 6 hours down to just 30 minutes, while also enabling them to flag false claims and optimize their processes.

Kissht

Manmeet Singh

Head of Product