WhatsApp as the fallback when the call goes unanswered, integrated with the customer's CRM

Angel One is a digital broking and investment platform. Its revenue depends largely on customers actively transacting and investing, not simply downloading the app. The journey from lead generation to app install, KYC, account activation, fund addition, first transaction and repeat transactions is therefore commercially important.

Angel One generates large volumes of leads through campaigns and sponsorships, but customers can drop off at multiple stages of the acquisition funnel. The contact centre was heavily dependent on voice calls, where low pickup rates and connectivity issues meant lost opportunities. Angel One needed an additional channel to reconnect with customers and move them through KYC and onboarding.