IndiaShared Mobility

India: Yulu Bikes invests in real-time customer support with Freshworks software

Freshworks Inc., a software company empowering the people who power businesses, announced that Yulu Bikes, Micro Mobility Vehicles service in India uses Freshworks’ Freshdesk and Freshchat to unify and automate customer support across multiple digital channels including mobile apps and AI-powered chatbots.

India is an evolving market for electric mobility and Yulu enables first and last-mile connectivity that is seamless, shared, and sustainable. In the last 5 years, Yulu expanded its business in the space of shared mobility by introducing battery swap stations, resulting in an increase in the volume of incoming customer queries. Today, Yulu hosts India’s largest battery-as-a-service network with 3 million battery swaps to date.

A technology-driven mobility platform, Yulu Bikes sought a user-friendly experience native to its mobile app and available through the user’s channel of choice. This left Yulu’s support team navigating through fragmented customer conversations across multiple channels. With Freshworks, all conversations are in one place and the company can track its team performance using custom analytics for metrics.

“We needed a system that could scale with us and provide an experience that aligns with our modern, customer-centric vision,” said Ayushi Mishra, CX Head of Yulu Bikes“Freshworks’ solutions integrated seamlessly with our existing technology and has taken our customer support to the next level. Yulu Bikes envisions a future where its customers need not talk to a live agent and get instant resolutions to any query.”

Chat serves as a top area of focus for the customer-facing team at Yulu. Most customers want to quickly interact with the company when facing an issue on the road and do not want to wait around. Freshchat’s bots capabilities significantly reduced 30% of the incoming chat volumes by providing real-time resolution. With intelligent automation, Yulu is able to automate repetitive tasks and allow its agents to focus on issues that require human intervention.

“The ability to witness real-time team performance using Dashboards helps us set metrics for delighting our customers and the Freshworks analytics provides deeper, actionable insights on agent performance, ticket trends and more to help optimize and make data-driven decisions to improve overall support efficiency and the experience we deliver,” adds Mishra.

“Consumers today need and expect fast-paced support,” said Karthik Rajaram, Vice President Sales for Freshworks“When a business scales as rapidly as Yulu, technology that can scale is critical. We are thrilled to empower Yulu as they work to create futuristic customer experiences.”

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