Hang up on call centres and get customer support via texts, with Haptik
Here’s a common scenario: you want support for a service, but after innumerable number punching and menu choosing, you still can’t shake off the pre-programmed voice and get a definite answer. If only getting customer service were as easy as WhatsApp–ing your friend! That’s the Eureka moment that got friends and partners Aakrit Vaish and Swapan Rajdev to start Haptik Inc, and launch the app. “Instead of searching online or sitting through boring call centre music, you can chat with a support expert and get your queries answered,” says CEO Vaish.
Type for support
The app currently supports 148 companies, across 11 categories including airlines, banking and telecomm. Information for over 95 per cent of issues — from how much luggage Air France lets you carry to queries on roaming tariffs — is available in the public domain (company website, FAQs, etc). “We’ve aggregated and put it in one place (their custom back-end software),” continues Vaish, who earlier headed India operations for Flurry, a mobile advertising company. “And when we don’t have access to something, we get in touch with the company,” he says, adding that “Haptik, spelled with a ‘c’, means the study of non-verbal feedback.”
Look, no sound
Haptik, which went live on March 31, currently has a 15-member team and works from 7 am to midnight daily. “We get around 3,000 messages a day,” says Vaish, adding that they are in talks with 12 companies and will be signing on five by the end of the month. Up next are plans to take their services 24×7 and enable picture sharing. “Often customers want our experts to take a look at screenshots,” Vaish signs off.
—Surya Praphulla Kumar