Aakrit Vaish, CEO and Co-Founder of Haptik: Let us help you with that
How Haptik is reinventing personal assistance for the age of messaging.
April 1st, 2015
Mobile messaging is here to stay. It’s speedy and asynchronous, and therefore, amenable to multitasking. In 2013, I believed it would evolve in many ways to become a greater part of our lives.
The Internet has been around for more than two decades, but getting information and help for products and services is a pain. Customer service has largely been reduced to interminable engagements with interactive voice response systems, emails that bounce or get lost in cyber space, FAQs on company sites and waiting in queues for a turn to talk to a real person. Appalling, wouldn’t you say?
And the current form of browser Search was built for the Desktop. On the mobile form factor, users don’t want to open a bunch of different links to find information. You have a simple question, you want a straight answer. I wondered if messaging could become the new form of search. I wondered why connecting with service providers is a pain, why in customer support, we are moving further and further away from the ideal-speedy personal contact. It seemed absurd when I thought of how WhatsApp and its similes have made connecting socially a breeze.
That is when I was struck by pure genius. Why not marry chat messaging with help to set right this very noticeable wrong?
Haptik is designed to be the answer to every consumer’s shout out for help. It is a mobile messaging app that allows you to chat with experts knowledgeable about certain companies-200+ at the last count, including telephony, travel, vehicles, banking, shopping, utility and other brands-and get help with product information, customer support, and anything else.
So you want to know how to change the nominee for your fixed deposit account? Or perhaps you want to add your phone number to the Do Not Disturb list? Or book a trial drive for a new car?
Presenting Haptik, your very own personal assistant, on call between 7am and 12am 365 days a year, a mere chat message away, happy to do all this and more for you.
Haptik is the go-to-app for queries which could be answered via a search engine or a company website in about 10 minutes. While we are currently focusing on pre- and post-transaction queries, in future, after we have gained sufficient traction and the confidence of our users, we plan to enter the transaction facilitation space as well.
Talk about instant idea validation. Since being launched on the iOS and Android platforms on March 31 last year, Haptik has grown from strength to strength.
Our user base has grown from zero to 40,000 monthly active users serviced by 80 experts. In message volume, we have expanded 10X since last July and are currently logging about 120,000 queries a month. All told, we’re a team of less than 100.
Since we guarantee one to four minutes response time (and aim to cut this to one minute) from when the user first queries by chat, we have built a huge information repository consisting of content sourced from company websites, FAQ pages and knowledge gleaned from personal and other verified experiences.
We have collated this information as scripts for each company, in question-and-answer format. Our experts look up these answer scripts when chat queries come in. That we have been able to resolve 95% chats immediately is testimony to how thoroughly we have research the companies for whom we offer help. In addition, we have implemented natural language processing which means 40% of inbound chat queries are automatically matched up with answer scripts without experts having to look them up.
As we grow, new ways to monetise Haptik and make it a sustainable business venture will emerge. Our user base, for instance, could be useful for companies looking at acquiring new customers through targeted marketing campaigns.
However, our single-minded focus at the present moment is to make Haptik the go to assistant app for users, to make it a daily habit. To that end, we look to grow the number of companies we offer help for, and continually optimize overall chat quality and response times.
Next time you need assistance, think of us. Think of Haptik.
CEO and co-founder of Haptik Aakrit Vaish is a die-hard workaholic. Breaks, albeit few and far between, are sports time. He used to play but has become a couch potato in recent years. Watching a game with friends is Aakrit’s ultimate de-stressor.