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Harshal Tiwari
Equity Research Anal... • 1m
📞 13 Minutes on Hold — 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 — but in the world of finance and investments, it really isn’t. When users deal with money, emotions are already high. A delay in support doesn’t just test patience — it affects trust. I’m not sharing this to criticize any platform. I’m sharing it because customer experience matters more than features. In today’s digital-first fintech world: ⏱️ Ideal call response time should be under 1 minute 📉 Anything beyond 5 minutes starts creating frustration 💬 Long waits silently push users away — 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 — it’s a loyalty engine. As future founders, operators, and product builders, this is a lesson worth remembering: People don’t 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 — nothing more, nothing less.. #CustomerExperience #FinTech #StartupLessons #UserExperience #ProductManagement #FintechIndia #CustomerSupport #FounderMindset #BuildingInPublic #LinkedInIndia
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