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Harshal Tiwari
Equity Research Anal...ย โขย 2d
๐ 13 Minutes on Hold โ A Small Experience, A Big Lesson Today, I had a small but eye-opening experience on Groww. I called customer support and had to wait 13 minutes on hold before my call was received. Now, this might sound normal to some people โ but in the world of finance and investments, it really isnโt. When users deal with money, emotions are already high. A delay in support doesnโt just test patience โ it affects trust. Iโm not sharing this to criticize any platform. Iโm sharing it because customer experience matters more than features. In todayโs digital-first fintech world: โฑ๏ธ Ideal call response time should be under 1 minute ๐ Anything beyond 5 minutes starts creating frustration ๐ฌ Long waits silently push users away โ even if the product is good Groww is a strong platform with millions of users, and scale brings challenges. But moments like these remind us that support is not a cost center โ itโs a loyalty engine. As future founders, operators, and product builders, this is a lesson worth remembering: People donโt remember dashboards. They remember how you made them feel when they needed help. Sometimes, a 13-minute wait tells you more about a business than a 13-page pitch deck. Just sharing an honest user experience โ nothing more, nothing less.. #CustomerExperience #FinTech #StartupLessons #UserExperience #ProductManagement #FintechIndia #CustomerSupport #FounderMindset #BuildingInPublic #LinkedInIndia
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