Hike, a pioneer in India’s consumer-tech ecosystem, has constantly evolved to stay relevant in the competitive app space. With millions of users, providing responsive and reliable customer support became mission-critical.
Massive query volumes on app stores, in-app chat, and social media.
Inconsistent user experience due to fragmented support processes.
Needed to reduce churn by resolving user concerns quickly and effectively.
Established a multi-channel, always-on user support desk tailored for tech consumers.
Introduced AI-powered query categorization to streamline high-volume tickets.
Built a real-time escalation matrix to address critical app-related issues instantly.
Assembled a dedicated 50-member team within 6 weeks.
Enabled integrated reporting dashboards for product managers to access real user pain points.
Set up a feedback loop so customer insights directly informed product updates.
Reduced average resolution time from 24 hours to under 6 hours.
Improved user retention rates by 18% within the first quarter.
Achieved 95% SLA compliance for priority queries.
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