News & Announcements

Haptik 2.0 – More Than Just Customer Support

This post has been written by Aakrit Vaish, Co-Founder and CEO of Haptik. 

The year 2014 will always be a special one in our lives here at Haptik. Ever since launching back in March, there is a lot we have learnt about the way users like to use our service. You like the idea of being able to vent your complaints and troubleshoot your problems, but there is a lot more you like using Haptik for.

1. To find information for any product or service. Searching for the price of a TV? Or finding the nearest service center? Or even locating the nearest ATM for your bank? You don’t want to Google and sift through a bunch of links on a 4″ screen. You have a simple question, and you want a simple answer. And a Haptik expert can give you that in minutes and with much more convenience.

2. To help get things done for you. Examples here include booking a test drive. Or web checking in to your next flight. Or helping track the status of your online order. Its too painful to first find this information on your own, and then go through with the actions required to complete it. Easier have a Haptik expert do it for you.

And thus, we have realized Haptik is more than just Customer Support. Haptik is a mobile assistant for any help with products and services. It is,

Part Search, Part Support, Part Concierge – Yet Greater than the Sum of All Three

And so, our New Year gift is a new version of the app being released today, keeping this theme in mind. Haptik 2.0 enables you to get things done in a quicker, more efficient manner.

There are about 28 changes/bug fixes in this update, some of the highlights include:

  • Shortcuts to Frequent Queries

We have identified 10 things that you use Haptik most for, so instead of having to find a company and send a couple of messages, now you can directly select the topic you want help with and get in touch with a Haptik expert. You can obviously still continue to use Haptik for anything and everything else, these are just short cuts to help you get to the most frequent queries, and also discover what you can get done using the app.

USE CASE
Short cuts to some of the things Haptik can do; selecting a company & Viola!
  • Card Messages

A picture speaks a thousand words. And when it comes to cards, its probably two thousand. Card messages are a new way for experts to intelligently notify you of information, new category launches, new things Haptik can do, etc. using images. This is the first step towards eventually having full both way picture messaging within Haptik – one of our highest requested features ever.

Cards Screenshots
We are Housing Cards now!
  • Faster Response Times

Our response times for the months of October and November were in the range of 4 to 7 minutes. We have added a lot more people as well as done a bunch of work on the technology side to now bring it down to 3 to 5 minutes.

  • New Look, Fully Materialized

We’ve always paid a lot of attention on our design, ensuring that every pixel displayed has a purpose for being there. And ever since Google announced Material Design towards the end of June 2014, we have been incorporating aspects of it into our app with every release. “Materializing” an app requires a long term strategy, and we worked really hard to ensure we get it right. We’re proud of how we have gone about this, bringing a few of the design elements to devices as far back as Android 2.3, which are officially not supported by Google.

Examples of screens that have incorporated material design

Haptik 2.0 has been an on going effort which first started back in October, and we cannot wait for you to get your hands on it. The update will start rolling out tonight on Google Play, and everyone should have access to it within the next 3-4 days. It is Android only for now; sorry iOS friends – you will have to wait for a few weeks. Special things take special time 🙂

And oh, wish you a very Happy New Year from all of us here at Haptik. Watch this space for so much more from us in 2015!