Case Study

19.3% Reduction in Customer Repeat Contact Rate for a Leading Private Payments Bank

Launched in 2017, our client is India’s largest payments bank with over 62M+ engaged users in 500K+ banking locations. Our client aims to make the banking needs more straightforward and convenient to serve multiple businesses, including corporate, start-ups, and SMEs.

Key Takeways:

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51.5%

Improvement in Net Promoter Score (NPS)

19.3%

Reduction in customer repeat contact rate

93%

of Social cases responded within 20 minutes