Here is my take on the problem statements which were of particular interest to me. For ease of scanning, these have been structured as follows:
Increasing retention of Mobikwik, an Indian-origin online recharge and bill payment app
Improve customer care experience of its existing users
After walking through the customer journey, I recognized that two of the user flows are primarily leading to bad user experience which needs to be looked on
1)Issues not resolved which is caused because of either the customer support executive not being aware about the procedure to solve it, customer support executive not replying to the user, or a long procedure to get refund and the user loses track of it.
2)Issues resolved but with delayed response which points out that currently the response times for issues of different transactional types are the same irrespective of their urgency.
Increase response rates(Decrease the issues not resolved)
Compulsory comprehensive learning journey course for the hired customer care executives
Ratings for customer support executives by the users without disclosing their identity
Conduct workshops and direct interactions with the executives on regular intervals
Enable users to ask questions other than the preset questions in the help and support chat
Faster resolution of issues(Decrease response time)
Separate team to deal with type of transactional issues with greater urgency