Zero-Touch Query Resolution System and Superior User Experience for a Middle East-Based Stock Exchange.
Read Case StudyThe client is a Middle East-based multi-asset financial marketplace offering listing, trading, settlement, and depository services to investors, issuers, and intermediaries.
The client was challenged by a high volume of customer queries, resulting in long hold times and delayed responses for stockbrokers, investors, and other end users. To address these challenges, the client partnered with Reflections to implement a zero-touch query resolution system that would streamline customer support while delivering a superior user experience.
Our team successfully migrated the client's existing .NET-based website to a modern SharePoint platform.
To provide round-the-clock support, we implemented WhatsApp and chatbot-based self-service assistants with support for both English and Arabic languages.
Leveraging continuous feedback from end users, our QA team designed user acceptance testing (UAT) scenarios that closely reflected real-world user journeys, ensuring a seamless and intuitive user experience.
Achieved a completely clean delivery with zero critical and high-severity defects reported during final roll-out.
Customers get answers instantly via WhatsApp and bilingual chat assistants instead of waiting on hold.
Continuous user feedback loops and real-world UAT scenarios improved overall user experience scores by 20%.
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