Akosha Is Now Chat-based Personal Assistant Helpchat
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Online redressal company Akosha is changing to become Helpchat, a chat-based personal assistant app.
Ankur Singla, CEO and founder of Akosha (now Helpchat), shares, “Over the last two years I observed how more and more users were contacting companies for information on their new products or deals than filing a complaint. A lot of time was getting wasted just to get information on very simple stuff.”
Singla saw this as a viable business opportunity and decided to pivot Akosha as an online app wherein users can get information about anything and everything on their everyday task list.
Currently, their 350 chat experts help to resolve queries whether it is about grocery, travel, doctor, laundry or phone recharge. These experts are available from 7am to 2am and get 30,000 chat requests in a day.
They got Mumbai-based agencies Ogilvy & Mather and Open Design onboard to help reposition their company’s branding, design and service.
The focus of the company for this year is to improve user’s experience and engagement, thereby increasing the number of interactions per day.
The service is free for users and the company plans to monetise based on commissions or leads model in the future.
Helpchat has a call facility too wherein users can call the chat experts to get their queries answered. But Singla says, “The focus is on promoting chat as it is more intuitive, cost-effective and allows for automation. Right now, 25 per cent of our chats are automated. Moving forward as we get more data, we will try to automate up to 50 per cent of our conversations.”
Helpchat also acts as a messenger for brands such as Aircel, Voltas, Eureka Forbes, MakeMyTrip, Bookmyshow, Oyo Rooms, HDFC Life and Spice Mobiles wherein users can directly connect with the representatives from these companies. More than 100 local businesses in Bangalore (Kormangala and Indiranagar) across categories like grocery, fitness, laundry and beauty use this app to help their customers.
Helpchat competes with other apps such as LookUp, Haptik and HeyBiz in India.
In May 2015, the company raised Rs 100 crore in Series B funding led by Sequoia Capital.