Your favorite Assure Care team is back to service you on Live Chat Chitti

GST

Dear Customer,

I thank you all for adopting to our changed customer care process during this GST upgrade

Congratulations, if you have already started your business with GST. You are surely an early adopter of change. It is your preparedness, hands-on approach to your business and the perseverance that has helped you get started within the first few days. The quality of your hardware and its maintenance has also played a huge role in helping you adopt the change so quickly.

I know some of you are facing challenges in switching to GST, some others are struggling to upgrade to the product version supporting GST and many others have not yet started your GST upgrade journey. I want to assure you all that, GOFRUGAL is available to serve you well. Our Assure Care team will be available over the weekend to help those who want to get the GST upgrade completed. So, please feel free to reach us this weekend

I know some of you are facing challenges in switching to GST, some others are struggling to upgrade to the product version supporting GST and many others have not yet started your GST upgrade journey. I want to assure you all that, GOFRUGAL is available to serve you well. Our Assure Care team will be available over the weekend to help those who want to get the GST upgrade completed. So, please feel free to reach us this weekend

  • As the volume of conversations is 50% of what it was on July 1st and 3rd, we now have the bandwidth to monitor all conversations with Chitti. From tomorrow, we will be in a situation where you will be chatting with our Assure Care team member from the beginning itself and Chitti will be assisting our Assure Care team member
  • Our Assure Care team will have the time to file support incident report everytime you reach Assure Care. This means that we will be able to monitor your engagement and improve the quality all the time
  • The GST Upgrade management team is constantly reviewing the pending and also your feedback on Chitti. So, I request you to please submit your feedback at the end of every engagement. This surely goes a long way in improving our services
  • We have started sending push notifications on myGOFRUGAL if we have to analyze, discuss and share the solution. So, if you have myGOFRUGAL installed, we can call you back to the Chat

I also understand that some of you are not aware where to raise any challenges or issues. I request you to please use the myGOFRUGAL App and use the Ticket menu to raise your complaints. I am proud to share with you that we have very low less pending tickets on the myGOFRUGAL tickets and we can surely be very responsive in sharing the solution when you come on myGOFRUGAL

Some of you still feel that GOFRUGAL not attending incoming calls is an issue for you. I want to share our success with the current process and the effectiveness of it. The reason is also that as small business, we can all learn how to use technology and tools to lower costs and increase productivity.

  • GOFRUGAL was able to serve 1500+ customers on Chitti and 700+ customers on outgoing phone calls & online support yesterday. If we were receiving calls, the total customers served will not be more than 500. Also, GOFRUGAL's team would be tired and fatigued at the end of serving 500 customers through phone whereas even after serving 700+ customers each days for 7 days in a row, the GOFRUGAL Assure Care team is fresh each morning
  • Because customers come on Chat, even new team members are able to serve customers better. This is because they have the time to discuss the response or solution with the people sitting next to them and give right answer to the customers. If it were phone calls, everyone is left to fend for themselves and customers suffer because of this
  • Because all chat transcripts are available, the team leads and GST upgrade management team are able to review lot more customer engagements to identify problems and correct them each day. The rate at which we are learning and improving in the last 10 days has to be experienced to be believed

Happy to share that we are one of few vendors who are able to scale up our service to customers on this GST rollout. With every vendor experiencing 25 times surge in traffic now, servicing one on one on call is no way possible. To provide instant connect and response to customer, we have used the best use of technology and tools

I am proud that every customer who calls us gets a clear message asking them to use Chitti and follow our guidelines. ALL customers are able to chat with Chitti and explain their requirement or need. I know 30% of you who are very clear about your need is not getting the solution from Chitti. Another 30% of you are telling Chitti things like "please call me", "Ammy ID" etc. which Chitti cannot respond. From today, I am very confident your experience with Chitti is in for a big change.

I only have 2 requests for you

  • 1. Please raise your issues or challenges or problems using myGOFRUGAL -> Ticket. This helps us respond very fast.Download myGOFRUGAL App from iOS: App Store or Android: Playstore
  • 2. When you come to Chitti, please tell your need as clearly as possible and avoid asking for a call or asking us to connect remotely Chat with Chitti now

With Chitti growing up, our capacity to serve you is improving each day. I am very confident your experience is getting better with each passing day. Once the GST dust settles down, I assure you, GOFRUGAL is very well prepared to delight you with our service. This is because we have invested on the right technology, tools and most importantly people to deliver on our promise

Look forward to increased digital engagement with GST billing and growing together with you all

Assuring you of best services


Regards,
Kumar Vembu
CEO, GOFRUGAL Technologies

15+
years of
specialization
25K+
customers
70+
businesses
70+
countries
600+
strong field
presence