KUALA LUMPUR, MALAYSIA – Media OutReach – October 2, 2023 – Apna, one of India’s leading talent acquisition platforms, enhances support conversations through its strategic partnership with
answer.io, innovative customer conversation management software. This collaboration addresses the recruiting industry’s urgent need for an omnichannel messaging solution capable of serving a large and diverse customer base.
The Apna Success Story: Transforming Recruitment Through Innovation
Apna simplifies the recruiting process by connecting employers, or the recruiters who represent them, with more than 22 million job seekers to find the right candidates for their needs.
To facilitate this, Apna has provided support via chat on the website. However, these chats close when users leave the website portal, so the Apna support team cannot notify recruiters about their cases. Instead, the company sent automatic case updates via the WhatsApp API on another platform.
This created another challenge. As these WhatsApp messages were not reflected or visible on the website’s chat, agents could not reference them for context when handling ongoing issues. This delayed resolutions and made recruiters unhappy.
To address these challenges, Apna wanted to provide better support by ensuring that agents fully understand the context of each recruiter when contacting the company. Apna was looking for a messaging solution that could seamlessly integrate with its existing software stack and consolidate all of its communication channels, including website chat, email, and a new WhatsApp support channel, as it is the most popular messaging app in India with almost half a billion users.
Recognizing the evolving demands of the modern customer communications landscape, Apna has strategically partnered with
answer.io to review its strategy. In addition to supporting popular and custom messaging channels, robust chat automation, flexible integrations and tools like multi-channel chat widgets, the rapid growth of
answer.ioThe software has demonstrated its dedication to pioneering solutions for customer conversations that have driven business results.
“Reply.io provided a scalable, flexible and reliable chat solution during our hyper-growth phase, allowing us to support thousands of recruiters daily. Its advanced technology facilitates stable and efficient conversations with our team, which enables recruiters to optimize their recruitment processes and inspires confidence in our platform. — Zoyeb Batliwala, Director of Employer Success at Apna.
Apna’s relationship with
answer.io quickly brought transformative benefits. Through
answer.ioApna is able to manage all of its support channels on a single platform, streamline business processes through automation, easily retrieve or update information on integrated third-party software, and enrich conversations with the multimedia for effective problem solving.
This has reduced first response times by over 80% to less than 5 minutes and resolutions now take less than 30 minutes. As a result, Apna’s user satisfaction score consistently exceeds 80%, as recruiters are able to seamlessly process candidates on the Apna platform.
Apna’s success improves
Reply.io‘s footprint in the talent acquisition sector
Apna results confirm
answer.io as the chat solution of choice in the talent acquisition and recruitment industry by addressing its unique challenges.
The industry requires fast, high-quality communication because attracting top talent in extremely competitive markets requires providing exceptional candidate experiences. Statistics show that almost 70% of candidates have applied for a job on their mobile phone. So it’s natural for recruiting conversations to take place on the same device. Thus, instant messaging overtakes email as the preferred communication channel for candidates.
Reply.io‘s capabilities to provide recruiters with complete context and automated chat support directly align with this industry demand. Likewise, its customization and flexible integration capabilities match the need for tailored solutions in the recruitment industry. Companies like Apna and based in Malaysia
Pinnacle Contact Center are looking for a platform that can be tailored to their specific needs and integrate seamlessly with their existing systems.
“We value candid feedback and real-world use cases from our customers to drive our innovation. Our collaboration with Apna exemplifies this approach. Some of its feature requests echoed similar requests from other users and resulted in the development powerful features such as the ability to launch automated tasks with a single click while chatting with customers,” says Gerardo Salandra, CEO of
answer.io.
As conversational AI transforms business communication around the world,
answer.io devotes significant resources to advancing solutions that create more meaningful, effective and personalized customer interactions in a highly scalable manner. Businesses that handle high volumes of conversations and prioritize customer satisfaction should be among the first to adopt AI-powered chat solutions to maintain a competitive advantage.
Hashtag: #respondio #businessmessaging #recruitment #hrtech
The issuer is solely responsible for the content of this announcement.
