Industry Professional Services
CUSTOMER SINCE 2020
How Vakilsearch is Using Human + Chatbot Hybrid Model to Support Their Customers and Partners
“We were using emails, Whatsapp, and phone as our primary support channels. Naturally, it involved putting a lot of man force behind our customer service. Though we had multiple channels for customer conversations, it was unstructured,” said Jitesh Karamchandani, Product Manager at Vakilsearch.
Vakilsearch is one of the largest professional services discovery platforms based out of the beautiful coastal city of Chennai in India. The platforms provide on-demand services of lawyers, chartered accountants, and company secretaries. Vakilsearch has helped register around 10% of all Indian companies and boasts of exuberant clientele lists consisting of Amazon, Oyo, HDFC Bank, Bigbasket, among 400K others.
“Our calling queues were almost always full, and prompt responses were missing. It was affecting our customer experience, which was essential for a brand of our stature. Being a technology-driven team, we started exploring chatbots and live chat as the primary mode of customer support for Vakilsearch,” highlighted Jitesh.
The Pilot and the Flight
“We were looking into a product that can help us automate some part of our customer service. We tried many products for employing chatbots in our customer service. But what worked out well with Kommunicate was it was a great fit for our requirements,” emphasized Jitesh.
“The initial interaction with Kommunicate’s platform and the team was smooth. We were developing multiple chatbots for the pilot. We wanted to have a human + chatbot hybrid model that can help us reduce our calling queues. And everybody knows that customer self-serve is now one of the most preferred forms of customer support; we wanted to leverage that,” said Shanti Kumar, who led the chatbot development and integration part. “The Kommunicate dashboard was pretty self-explanatory, which helped us get started quickly.“
Vakilsearch deployed Kommunicate chatbots on all of their platforms; web portal, Android and iOS apps. One of the reasons they opted for Kommunicate was the availability of mobile development SDKs for iOS and Android. Vakilsearch is using powerful automation features such as Dialogflow integration, conversation auto-resolve, FAQs, among others.
“I believe Kommunicate has the optimum product-market fit, especially for technology-first teams such as ours. We were able to work together with the Kommunicate team to align our goals with the product and reap benefits faster,” said Jitesh.
Quickly Realizing the Value
“We deployed the chatbots to our expert help section across all our platforms. We were able to see a 20% dip in customer service request escalations. Queues are dissolving much faster and users are coming back to the chatbot, making it a preferred channel for escalating any issue,” highlighted Jitesh. “It’s not only about the product and its benefits, it’s a culture of belief we are driving in our users that their questions and issues will be solved promptly.”
“We are developing more chatbots that can help us cover a wide variety of business verticals. It’s a process with constant improvements. We are on the right path,” said Shanti.
“We keep having numerous interactions with the Kommunicate team. One thing I wanted to highlight about Kommunicate is the team behind it. The customer success and technical support teams have helped us with integration, getting the maximum out of the platform, and of course, with feature requests. I believe both Kommunicate and Vakilsearch are growing together; that’s a relationship to savor,” concluded Jitesh.