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PayU Witnesses 70% Reduction in Merchant Queries after Launch of Assist Feature

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PayU is pleased to announce the success of its PayU Assist feature. PayU Assist – an automated customer service experience – has achieved a remarkable 70% reduction in weekly merchant queries and 95% reduction in retail buyer queries, since its launch last year. The average resolution time for queries has lowered from 25 hours in September 2019 to as low as 2 hours in December 2019, ensuring that businesses face as little delay as possible. The app is an automated self-service feature thanks to which, merchant queries fell from an average of 2300 a week to 650 a week. Merchants have access to support around the clock, 24 by 7, and are able to solve queries on their own, reducing delays and leading to faster resolution.

Customer service for payment gateways usually entails email-based communication, resulting in delayed query resolution. In particular, small and medium merchants need prompt and specialised assistance. With this feature, PayU has unified the capabilities of FAQs, chatbot and query management in a single service engine. Powered by advanced technology based on machine learning and artificial intelligence algorithms, PayU Assist has transformed the entire merchant experience. Approximately 3500 merchants visit PayU Assist on a weekly basis, of whom 74% have given the app a ‘100% satisfaction’ score. PayU aims to increase this percentage of satisfied merchants from 74% to 90%.

Commenting on the achievement of PayU Assist, Gurjodhpal Singh – Senior Vice President, Growth Initiatives – PayU India said, “As a leader in the online payments space, we have taken the responsibility to address a common problem faced by merchants. PayU Assist empowers them to self-discover the solution to their problems, leading to faster resolution – on an average within 2 hours, instant gratification and a positive experience. Our endeavour has always been towards making the merchant’s journey seamless and minimizing the operational touchpoints to create a zero touch environment. The fact that merchant queries have reduced by 70% shows that PayU Assist is extremely well received.”

Ankur Sharma, Business Head, Feepal which provides online fee payment solution to educational institutes, said “The PayU Assist bot is available 24*7, which is good for a round the clock business. It’s very convenient as my staff can solve problems on their own, without needing too much help from seniors. Time spent on query resolution has really come down. We don’t face too many issues with PayU gateway, but most of the problems we face are solved quickly and effectively by the Assist App.”

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Chingari to Offer Indian Cultural Content on Its App in Partnership with OMTV

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Chingari has partnered with OMTV, a newly launched OTT channel and the brainchild Blackboard Films. This will cater to the rising demands of the niche audiences to connect with Indian cultural programmes. Chingari will be able to provide its users with the OMTV programmes through their app. These varied programmes offered range from mythology & culture to food & history.  

Chingari’s collaboration is an opportunity to further engage with their users’ shifting tastes. The competitive Indian digital platform scenario is pushing Chingari to think out-of-the-box. This tie-up is their venture to be both Indian & original. OMTV has been launched online with the concept to make available knowledge that is Indian in every possible manner. It plans to showcase the diverse & rooted Indian philosophy. Chingari plans to give the programmes their own platform to its users. The collaboration is seen a natural progress to the evolving thought process of both the Indian apps. 

For Mr Sumit Ghosh, Co-founder & CEO, Chingari App, this exclusive collaboration is another way for Chingari to give its astute users a wholesome experience. “Chingari’s reach amongst young users, in particular, is big. And the extension methods in promoting talent & entertainment makes it a popular option amongst the users & collaborative brands. We always look forward to offering quality in terms of content. This partnership with OMTV is keeping this in mind.” 

“At Chingari, we are always creative in terms of our unusual offerings that resonate with our users. The OMTV content perfectly matches our beliefs. The Indian connection here revolves around India’s cultural heritage. And it connects to our users who are modern yet want to connect to their roots. This alliance will be a refreshing change for Chingari, OMTV and our users,” remarks Mr Deepak Salvi, Co-founder & COO, Chingari App. 

Nitin Jai Shukla, Founder & Managing Director, OMTV app, said, “OMTV is a humble attempt to showcase the diversity & deep-rooted philosophy present in the traditions of our nation. With “GYAAN BHI, GARV BHI” as the platform’s philosophy, we intend to offer varied content, from knowledge to culture and heritage to historical and mythological shows. Our partnership with one of India’s fastest growing short format video platforms Chingari in the first month of our launch is indeed exciting. Chingari is popular not only amongst youth but also in regions where people are rooted in culture. With our offering of an insight into our nation’s culture, this collaboration promises to be a distinct step towards making a positive impact by piquing on people’s curiosity to know more about Indian culture.” 

OMTV plans to capture the extent of India’s Sanatan Dharma and inform about it through storytelling & programmes in fiction or non-fiction format. It is evolving itself to spread its roots & introduce Indians to their heritage. Blackboard films, the parent company, have worked as producer & co-producer on mega shows shown on premium OTT platform & GEC channels.  

The partnership with OMTV will be another feather in the cap of Chingari’s attempt to be a global app with an Indian touch. 

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Koo Becomes #1 Hindi Microblogging Platform

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Koo has become the place for conversations in Indian regional languages. Out of the 1 crore users on Koo, almost 50% (50 lakh) users interact in Hindi. Further, of the 52+ million Koos on the platform, nearly half are Hindi. By making available a microblogging platform in non-English languages, Koo has created the opportunity for people fluent in their native languages to participate and engage in online conversations. 

A Koo spokesperson said, “The majority of the Indian people communicate in native languages, leaving them out of the social media discussion, which is largely in English. As we aspire to bring the next billion users to the internet and remove the bias against non-English speaking audiences, Koo is on a mission to democratize the voice of India. Koo has created a space where Indians who are comfortable speaking their mother tongues can express their thoughts and ideas freely. The platform enables users to Koo in their preferred language and rest assured that a large part of their community will understand the context without explanation. Koo seeks to bring people and communities together using language as a uniting factor.” 

Conversations on Koo-Hindi range from social causes, political views, Bollywood, sports, current affairs, festivities, days of national importance, remembrance of National leaders, and other such campaigns. Based on a study of Hindi content on various microblogging platforms performed over a number of days and at various times, it was found that, on average, the number of Hindi posts on Koo is nearly double the number of Hindi posts on any other microblogging site. Further, the number of Hindi users on Koo has grown by 80% in the last 4 months, and the number of Koos in Hindi has doubled in the same period. 

As per various studies, the Indian internet user base is expected to reach the billion mark in the next 5-6 years. The Indian language internet users are expected to grow at a significantly faster rate than English users.  

Some Chief Ministers communicate only in Hindi

A few Chief Ministers of Indian states communicate only in Hindi on social media platforms. For example, the Chief Minister of Uttar Pradesh, Yogi Adityanath (@myogiadityanath), and Chief Minister of Rajasthan, Ashok Gehlot (@gehlotashok) post only in Hindi. Seeking to reach out to their Hindi-speaking users, both Chief Ministers post in Hindi on the Koo App. In addition, Chief Ministers of other states also post in Hindi on Koo.

Politicians and celebrities are joining Koo to connect with the Hindi users

Prominent leaders and celebrities from India who now use Koo have seen an uptick in their follower base. Recently, West Bengal’s All India Trinamool Congress (@AITC) – the party of Chief Minister Mamata Banerjee – created its official account on Koo. Shortly after, Tej Pratap Yadav of RJD also joined Koo. Similarly, Bollywood actors Tiger Shroff, Kriti Sanon, and Shraddha Kapoor are among the large number of Bollywood stars who have recently created official accounts on Koo.

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Paytm Ropes in Telugu Stars to Educate Users About UPI Money Transfer

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Paytm is driving its mission of financial literacy and awareness amongst people. The company will be educating users about UPI money transfers on the Paytm app and its allied benefits. For the same, the company has launched a campaign – #MyChoiceMyPaytm, which will begin in Andhra Pradesh & Telangana and will focus on Paytm’s top category in the region, UPI Money Transfer & elaborate on the benefits of using the app for seamless and fast money transfers.

Paytm has roped in renowned television actors from the region who have a strong youth appeal including Nirupam Paritala, Meghana Lokesh, Lasya Manjunath, and Ali Reza from the Telugu television fraternity. The ads capture slice-of-life situations & how actors’ lives have been simplified because they chose Paytm. Through the campaign, users can learn how they can easily link their Bank A/C on Paytm, how they can check their bank balance at one place & make a money transfer instantly from their Bank A/C to another, with just a mobile number.

Paytm Payments Bank is a NPCI-certified Payment Service Provider and Issuer Bank for UPI transactions. Paytm Payments Bank was the largest UPI beneficiary bank with a market share of 17.1%, according to RedSeer. It has over 155 million UPI handles on its platform for accelerating the growth of UPI payments at retail stores and even large merchants. 

Paytm spokesperson said, “Paytm brings convenience in the lives of users, and we want our message to reach as many people as possible. With UPI money transfer, Paytm has been able to bring in benefits for the users with its fast transfers and seamless transactions. With this campaign, we hope that more users in Telangana and Andhra Pradesh can use the platform with ease.”

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