How Haptik’s Intelligent Virtual Assistant Drove 67% More Leads for HDFC Ltd.

20% CHAT TO LEAD CONVERSION
175K+ CONVERSATIONS HANDLED SO FAR

HDFC is one of the largest Housing Finance companies in India, with a presence that spans the globe. The company has been a pioneer in housing finance since its inception in 1977. With a team of over 10000 employees, HDFC caters to millions of customers through its extensive brick and mortar presence, which includes over 546 interconnected offices. HDFC offers a wide range of financial products and services for retail consumers, corporations, governments and institutions.

HDFC

The Problem

HDFC, like many financial services companies, faced the challenge of losing out on the opportunity to engage and convert prospective customers, as their customer support team was overwhelmed by the thousands of queries generated by the large numbers of website visitors.

Moreover, the limited numbers of customer care representatives who could effectively resolve these queries further added to the challenge of the situation. The Customer Support group was finding it difficult to handle the increasing volume of customer requests, while ensuring costs and human errors were kept under control.

The company was looking for a solution that would address this issue in an efficient and cost-effective manner. They wanted a solution which would:

  • Improve the number of leads generated from the website.
  • Improve customer experience by providing faster resolution to routine queries.
  • Help leverage existing human resources without adding to staffing costs.
  • Minimize the need for human intervention to reduce the scope for human errors.

INDUSTRY

Financial Services

PLATFORM

Website

LIVE SINCE

May 2019

PRODUCT USED

LEAD GENERATION

24x7 virtual sales agent to generate qualified leads by engaging website visitors

Our Solution

Working closely with the HDFC team to understand their challenges, and keeping in mind the user persona, Haptik deployed an Intelligent Virtual Assistant (IVA) for the following use cases:

  • Generating leads by guiding customers up the sales funnel through intelligent prompts.
  • Offering customer support to resolve routine queries and FAQs such as Home Assist, Interest Rates, How to Apply, Home Loan Calculators and Customer Feedback.

Furthermore, through an API integration, the IVA was linked to HDFCs CRM system, ensuring the effective collection of lead information for immediate follow-up and closure.

Direct-to-Consumer HDFC chatbot HDFC

Results

Haptik’s IVA significantly transformed HDFC’s lead generation strategy, resulting not only in reduced overall operational costs, but also increased customer satisfaction, and most importantly, a higher number of leads.

67%

INCREASE IN LEAD COUNT WITH IVA

175K+

TOTAL CONVERSATIONS

3.7/5

AVERAGE
FEEDBACK


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