At CoinSwitch our goal—every day—is to provide users with the best possible experience. Their problems are ours too. We even etched it in stone as one of our six company values: Crazy About Customers. This series celebrates our customer champions… folks who went beyond their remit to delight a customer. Here’s Chapter 1:
Purusothaman stands as an ally for countless CoinSwitch users. He consistently goes above and beyond to resolve hurdles our users encounter daily. We had the opportunity to connect with him following a heartwarming note from a user expressing gratitude for Purusothaman’s assistance in facilitating a fund withdrawal in an emergency.
What was the customer’s problem?
It was a busy day at work. As usual, I was dealing with customer queries when I got a call from a Telugu-speaking lady. Before I answered, I wouldn’t have known that this would be one particular moment that put into perspective the importance of solving customer queries.
The customer was having trouble with an emergency withdrawal. She needed around ₹1 lakh urgently. Her son had helped her set up the account and invest an initial sum of money. However, he had sadly passed away, and she had no idea how to redo her KYC. As a standard practice, financial companies are required to do a re-KYC of longtime customers to refresh the details.
Typically, withdrawals are a simple procedure. With the additional intervention of her re-KYC and uploading her documents, she seemed to be in a tough spot.
How did you take charge of the situation?
Since this was a sensitive issue for someone in need, I was determined to do everything in my control to ensure she could withdraw her money at the earliest. I spoke to her on call and took her through the necessary steps required to complete her re-KYC. She was able to upload her documents in due time with guidance.
Once we received the documents, it was a matter of getting our approvals on time to initiate her withdrawal. Typically, the compliance team’s approval window for re-KYC is about 24 working hours. The customer needed to withdraw the funds as soon as possible. I pacified her: “Don’t worry, ma’am. We’re here to help you through this. Let’s get that KYC sorted out, and you’ll have access to your funds in no time.”
I tried to ease her mind and keep the conversation light while the compliance team was working their magic. As this was a special case, they managed to approve her KYC over a call within the next hour!
How satisfied was the customer with the resolution?
The biggest hurdle was out of the way. She sounded anxious yet grateful, and replied, “Thank you. It’s all a bit overwhelming for me. I just want to withdraw the amount.” As the compliance team came through with the positive news, I happily informed her, “Great news, ma’am! Your KYC has been approved. Now, let’s proceed with the withdrawal.”
Alas! It was time to withdraw the amount. With step-by-step guidance, she successfully withdrew the funds. At the end of the whole process, the lady had a few heartwarming words to tell us, “I didn’t know how I would manage without my son’s help. But, thank you so much! You’ve been like a son to me through this process.”
On most days, I’m able to help thousands of users with their queries about the app. While some interactions are transactional, others come with deeper stories that make me realise the importance of humane interactions to elevate the customer’s experience and sometimes, their lives!
