Freshworks Inc.
09/28/2022 | Press release | Distributed by Public on 09/28/2022 03:30
RING, India’s Leading Credit Lending App, Uses Freshworks Business Software to Resolve Customer Queries Faster
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ChennaiSeptember 28, 2022
RING, India's Leading Credit Lending App, Uses Freshworks Business Software to Resolve Customer Queries Faster
Formerly known as Kissht, the company uses Freshdesk to speed up customer support resolution times across social media, email and messaging applications
Freshworks Inc. (NASDAQ: FRSH), a software company empowering the people who power business, announced today that RING (erstwhile Kissht)- digital lending and credit financing company in India - uses Freshdesk™ to help streamline customer tickets, accelerate agent response time, and improve the overall customer experience.
As India's fastest credit lending app targeted at millennials, RING has more than 300 customer support agents to assist more than 300,000 offline merchants PAN India and many popular e-commerce sites. The company's vast network of merchants and customers, resulted in more than 25,000 queries per day across multiple channels and handled by multiple systems, chatbots and agents. Without a way to manage the multiple channels of queries, agents were overwhelmed trying to track down and prioritize inbound requests, resulting in long response times - typically three to four days or more - leaving customers frustrated.
"It became evident that we needed to implement a ticket management system for agents to collaborate better," said Suraj Shetty, Head of Customer Experience, Learning & Development at RING. "Freshdesk quickly proved to be the solution our agents needed - sorting and prioritizing tickets based on urgency and assigning them to the agents with the right skill-set for a speedy resolution."
Using Freshdesk, RING has gained a more holistic view of their interactions with customers allowing support agents to get a 360-degree view of the customer, their issue, the number of times they have reached out and on which channel, and more. As a result, RING has been able to resolve 90% of incoming tickets within 24 hours and almost 100% within 48 hours.
"Freshdesk seamlessly integrated with our internal CRM and existing chatbot," added Shetty. "Freshworks made adding the solution an easy experience without the need to change our existing tech solutions or bring on an additional tech support team. Our staff was up and running on Freshdesk immediately."
"In today's fast-paced, tech-focused world, if you aren't able to keep up with your customers you'll lose them," said Karthik Rajaram, Vice President Sales for Freshworks. "The modern customer doesn't want to get bumped from one live agent to another - they want a quick, personalized solution that can be resolved immediately. An omnichannel helpdesk is critical to responding to customers quickly and efficiently."
About RING (erstwhile Kissht)
Ring is a "Made in India" online Instant Credit Platform operated by OnEMi Technology Solutions Pvt Ltd with an aim to provide their coveted "Ring Limit" product to their customers across India.
Ring is conceptualized to provide instant credit facility to its customers. Not stopping at that, it also allows the customer to walk in at any merchant store which accepts payments from UPI apps like BHIM, PhonePe, Paytm, Amazon Pay, Freecharge, Mobikwik, Axis Pay, Jio Pay, etc. This revolutionary product aptly named the "Ring Limit" enables the customer to buy their favorite products at any merchant store of their choice using the Pay with Ring Credit Line to be repaid as per the stipulated time period. Being 100% digital, Pay with Ring makes it easier for customers to scan QR code at their preferred merchant stores.
Ring is engaged in assessing the creditworthiness of the customer using its own Credit evaluation model. This model evaluates borrowers' creditworthiness based on the profile details, digital as well as virtual footprint, and credit bureau details of the applicant using Artificial Intelligence (AI), Machine Learning and latest advanced technology to deliver best in class credit facilities.
About Freshworks Inc.
Freshworks Inc., (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 58,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.
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