Lending, insurance and fintech
Customer service where every detail is sensitive.
Loan, policy, and payment questions carry personal details and deadlines. Samvaads keeps contact details covered until an agent needs them, gives each team its own SLA, and keeps calls, chats, and tickets on one audited record.
Without one place for it
What usually goes wrong
Everyone can see everything
Phone numbers and emails sit in plain view in every list, whether or not the person looking needs them.
Complaints miss their deadline
Grievances, claims, and disputes each have their own clock, but they sit in one queue with no way to tell which is about to run out.
The phone story is missing
A customer explained the problem on a call last week. The ticket has no record of it, so they explain it again.
How Samvaads handles it
The same work, on one record
Details stay covered until someone needs them
ExampleAn agent working a payment dispute sees a masked phone number in the list. They reveal it to make a call, and the reveal is recorded with who, when, and which field.
- Email and phone masked in lists and contact cards
- Every reveal recorded, never the values themselves
- Permissions per module and per action, with SAML single sign-on
Each team on its own clock
ExampleGrievances go to a dedicated team with its own business hours and SLA policy. The queue shows which tickets are close to breaching, and they move up before they do.
- SLA policies that track first response and resolution separately
- Group-level business hours, holidays, and assignment rules
- Custom ticket forms for claims, disputes, and requests
Calls on the same record as the ticket
ExampleA borrower calls about an EMI date. The IVR routes them to the collections queue, the call is transcribed, and the agent wraps it up as a ticket without retyping anything.
- IVR and queues, with presence deciding who rings next
- Recordings and transcripts saved against the contact
- Copilot summaries of long threads and calls
End to end
A payment dispute, end to end
An example: a customer says an auto-debit went through twice.
The customer emails support
The email arrives on your own support domain and opens a ticket on their contact.
It routes to the disputes team
Assignment rules send it to the right group, and that group’s SLA policy starts the clock.
The agent calls back
They reveal the masked number, which is logged, and call from the workspace. The call is recorded and transcribed.
Operations confirms the reversal
An internal thread, synced to the team’s Slack or Teams channel, gets the answer back onto the ticket.
The customer is told
A reply goes out on email, with a WhatsApp notification if they prefer it.
Resolved with an audit trail
The ticket closes with every note, reveal, call, and reply on record.
What to measure
Numbers worth watching
- SLA attainment per team
- Grievance and dispute deadlines are the ones you cannot miss.
- Tickets close to breaching
- A daily list to act on, before the clock runs out.
- Reopened tickets
- Cases that were closed before the customer agreed they were fixed.
- CSAT by issue type
- Which journeys leave customers unhappy, not just which agents.
Watch these in Samvaads dashboards, or ask Copilot for them in plain words. To estimate what your own team could save, try the ROI calculator with your own volumes.
Try it now
See it in the live demo
The live demo is a sample home-goods store, so the names differ from your business, but the inbox, tickets, customer records, and Copilot work the same way. No sign-up needed.
See it with your own channels
Tell us how your team works today and we will walk you through the parts that matter to you.