The Ultimate Convenience: Stay Connected on the Go

We are excited to announce the launch of a new customer support feature – Inbound Calling. This new feature allows customers like you to reach out to customer support agents via their registered mobile number to have their queries resolved immediately.

Inbound Calling is a significant addition to Paytm Money’s customer support ecosystem. This is in addition to the already existing Bot-based ticketing system and Email based support.

How it Works

To access the Inbound Calling feature, customers need to update their Paytm Money app to the latest version. This feature is provided in the ‘Orders’ section of the Equity dashboard. 

Upon clicking the ‘Need Help’ icon, the IVR number is displayed. Customers would need to use the same number to dial and reach out to the agents.

One of the key advantages of this service is that all customer interactions are recorded and saved within the system. This ensures that both customers and customer support agents have a clear and documented record of their conversations, helping to resolve any disputes or discrepancies that may arise in the future. 

Once a call is connected with an agent, a ticket is automatically raised within our system & the same is visible to customers on their Paytm Money application. Additional details such as ticket created date, conversation history, and ticket resolution status are available within the application as well. This adds an extra layer of transparency and accountability to the customer support process.

Benefits of the Inbound Calling feature

1. This provides a faster avenue for customers to receive immediate assistance in urgent situations 
2. Offers the benefit of personalized support. When customers connect with a customer support agent over the phone, they have the opportunity to have a real-time conversation and explain their queries or concerns in detail. The agents immediately refer to the in-house CRM platform, where all the customer-specific details are mentioned. This allows customer support agents to better understand the customer’s requirements and provide tailored solutions that meet their specific needs. Such personalized support can go a long way in building customer trust and loyalty, as customers feel heard and valued.
3. This also provides a platform for customers to provide feedback and suggestions to Paytm Money. Customers can share their experiences, concerns, or suggestions with customer support agents. This helps Paytm Money continuously improve its services and address customer concerns in a proactive manner, ultimately leading to a better customer experience.

While the current version of the Call Us feature is available only for select customers on their Orders page of Equity Dashboard, our next iteration will focus on two key areas (while launching to all equity investment-ready customers) – 

1. Discoverability/ Feature Adoption
2. Ease of use/ Seamless reachability

Paytm Money is committed to ensuring the security and privacy of customer information. All phone interactions through Inbound Calling are recorded and stored securely within Paytm Money’s systems, following strict data protection guidelines and protocols. Customer information is treated with the utmost confidentiality and is used only for the purpose of providing customer support and resolving queries.

We remain committed to delivering exceptional customer service and continuously improving our offerings to meet the evolving needs of customers. The introduction of Inbound Calling is a testament to this commitment, providing customers with another avenue to connect with Paytm Money’s knowledgeable and trained customer support agents, and ensuring that their queries and concerns are promptly addressed. 

Trust in Paytm Money’s commitment to transparency, accountability, and customer satisfaction, and experience the convenience and efficiency of Inbound Calling for all your customer support requirements. Happy trading and investing with Paytm Money!