Rang De

“Great features and a fantastic user experience!”

Rang De is a pioneering web-based social microcredit initiative that supports entrepreneurs from low income households with access to cost effective credit. Through a unique fund raising model, Rang De raises social investments from individuals and corporates, and reduces the cost of borrowing to the end user. Rang De is a registered non-profit organization and is supported by the ICICI Foundation.

Rang De’s long term goal is to build a meaningful connect between urban and rural populations and enable individuals to make social investments of their time and money.

The Customer Support Challenge

Rang De were using traditional methods to serve their customers. Live chat, zip dials and emails were the means to provide customer support. They had separate contact emails to demarcate one campaign from another. Another tool was being used to track the campaign timelines, and all this was becoming a rather inconvenient and complicated process.

Apart from correspondence from their customers, they were also receiving interesting feature requests, volunteer applications and even a few corporate tie-up proposals. These evidently could not be handled with the usual mechanisms, and Rang De realized the need for a tool that would streamline and organize the whole system.

Need for a One Stop Solution

As Aditi, AVP, Social Media & Marketing, Rang De, says, “Managing our customer support across our various channels had become a challenge, as we were grappling with multiple channels of customer contact. Apart from bugs, we received interesting feature requests, volunteer applications & even corporate tie-up proposals.”

Aditi wanted a one stop solution for all their customer contact issues, and also one that would allow them the ability to differentiate certain customer contacts from others.

Great features and a fantastic user experience

“The Freshdesk platform has resulted in elimination of multiple communication points with the customer & has provided us
with an option to aggregate leads. It offers great features and a fantastic user experience.!”

-Ramakrishna N

The Freshdesk Experience

Within a few hours of using Freshdesk, the Rang De team had decided that this was the product they wanted. They were trying all the features in the product and were amazed at the simplicity with which they could accomplish what used to take a lot of time and effort.

Rang De’s new ability to respond in real time was one of the features that customers loved. Also, solutions and forums added a lot of value to the customer experience, which in turn translated to more customer engagement.

Now after using Freshdesk, Rang De says that replacing e-mails with a real time opportunity to raise concerns & share feedback, has shown a jump in customer communication. The customer appreciates that he or she doesn’t have to leave the site to talk to them.

Replacing all email IDs they had with a single one, that could be then assigned to various teams (tech, marketing, operations, finance), streamlined their customer support. Incorporating SLAs with the tickets improved responsiveness, productivity & clarity within, besides improving cross-team co-ordination, which the Rang De team enjoys immensely.

Ramakrishna NK, Co-founder & CEO, Rang De says; “The ‘Freshdesk’ platform has resulted in elimination of multiple communication points with the customer & has also provided us with an option to aggregate leads. It offers great features and a fantastic user experience.”

When asked to state what Freshdesk gave Rang De in a single sentence, Aditi, AVP, Social Media and Marketing, said “Freshdesk provided us with a single ‘desk’ literally to cater to all our customers.”