Rang De is a web-based social microcredit initiative that supports entrepreneurs from low income households with access to cost effective credit. By raising social investments from individuals and corporates, and reducing the cost of borrowing, Rang De wants to build a meaningful connect between urban and rural populations and enable individuals to make social investments of their time and money.
Rang De was using traditional methods to serve their customers - live chat, zip dials and emails. They had separate contact emails to demarcate one campaign from another; another tool was being used to track campaign timelines, and all this was becoming a rather inconvenient and complicated process.
“The ‘Freshdesk’ platform has resulted in elimination of multiple communication points with the customer & has also provided us with an option to aggregate leads. It offers great features and a fantastic user experience in a very affordable package”
Apart from customer correspondence, they were also receiving interesting feature requests, volunteer applications and even a few corporate tie-up proposals. These evidently could not be handled with the usual mechanism, and Rang De realized the need for a support tool that would streamline the whole system. As Aditi, AVP of Social Media & Marketing at Rang De put it, “Managing customer support across our various channels had become a challenge.”
Within a few hours of using Freshdesk, the Rang De team had decided that this was the product they wanted. They were amazed at the simplicity with which they could accomplish what used to take a lot of time and effort.
Rang De’s new ability to respond in real time was one of the features that the customers loved. Also, solutions and forums added a lot of value to the customer experience, which in turn translated to more customer engagement.
Replacing e-mails with a real time opportunity to raise concerns and share feedback showed a jump in customer communication, and the customer appreciated that he or she doesn’t have to leave the site to talk to them.
A single inbox, replacing the multiple inboxes that were in use, meant a lot of the things that complicated their support disappeared. Tickets could be assigned to various teams (tech, marketing, operations, finance), eliminating the mess of forwarding to various inboxes. Incorporating SLAs improved responsiveness and productivity besides improving cross-team co-ordination.
Ramakrishna NK, CEO of Rang De says, “Using Freshdesk has resulted in elimination of multiple communication points with the customer & has also provided us with an option to aggregate leads. It offers great features and a fantastic user experience.”