Paytm - Contextual or Guided Support
The other day, I was doing a recharge for TataSky (DTH) using Paytm mobile app.
I begin the recharge journey. Eventually It was super quick to complete the recharge through Paytm Wallet Balance. I could see the confirmation screen consisting recharge amount and message “Recharge Successful” with check mark in green. It’s simple and amazing design.
But, The recharge did not happened on Tatasky account. So, I was a bit worried.
Immediately, I was able to see Need Help? mentioned below TataSky label. I tapped and able to see two questions mentioned below along with a close icon.
- Issues with DTH Recharge
- Offers & Promos.
When I tapped on Issues with DTH Recharge, I was able to see a list of relevant FAQs and was able to find my issue namely “Recharge showing success but recharge not received”
I was able to get sufficient information and after sometime I got a confirmation message from TataSky as well.
- You could potentially resolve various customer queries based on their current situation.
- This type of solution would enable self support and reduce number inbound calls. Thus, you could save a lot of operational costs.
- Ultimately contextual support provides better experience by providing right information at right time and solves many customers issues.
What could have been improved?
- Perhaps, number next to Tatasky is something confusing. One would not be aware about this number and it might confuse users. Perhaps, if it’s required then it may require a label along with it or if it’s not helping in any situation then it can be removed as well. After spending sometime, I was able to discover that it is a customer id.