About
Haptik is a mobile messenger assistant for help, information, and support across products and services. Think WhatsApp - but instead users talking to experts for queries across various categories and products. Haptik experts are people who have worked with these companies before or have used their products extensively. Most of them are directly employed, while some work as crowd sourced volunteers. They have access to an internal knowledge base of thousands of frequently asked questions that have been compiled from the public domain. 80% of questions asked are resolved right then and there, 15% require experts to follow up with the respective companies, and 5% require the user to directly deal with the company. The average response per inbound message is about 4 minutes. On the enterprise side, it is a SaaS platform that allows companies to plug in their own customer contact teams to directly chat with the customer.