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Enhanced User Experience for a Financial Marketplace

The client is a Middle East based multi-asset financial marketplace. They offer facilities like listing, trading, settlement, and depositary services to its investors, issuers, and intermediaries.

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Banking & Financial Services

Zero-touch query resolution system and superior user experience for Middle East based Stock Exchange

The Case

Overwhelmed by large number of queries that resulted in long hold times & delayed responses to stockbrokers, investors and other end users, the client engaged Reflections to implement a zero-touch query resolution system and delivery superior user experience.

Solution

Our team carried out technology migration from existing .net to SharePoint based website. WhatsApp and Chatbot based self-service assistants supporting English and Arabic languages provided round the clock assistance to users. Leveraging feedback from end users, QA team chiselled out UAT scenarios that are close real user journeys.

Benefits

• Zero Critical & High Severity Defects reported

• 20% improved User Experience

• 25X faster end-user query resolution

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