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New portal for resolving consumer complaints online
Economic Times, March 15, 2019

Consumer complaints against products and services can take years to resolve, but a new online platform promises to expedite the process. Resolver.in, which was launched in India on Tuesday, will connect consumers with companies for speedy resolution of complaints. The website will also guide consumers on their rights and the steps they should take. “Resolver.in is powered by Machine Learning and Artificial Intelligence (AI) which guides consumers and supports organisations by making recommendations on what their next steps should be and when to take them,” said Pratyush Singh, CEO and Founder, Resolver India at the launch.

The website will explain the consumer his rights specific to the issue raised, help draft the email communication, create a case file to record all the communication and escalate the complaint to the ombudsman if not resolved. Commenting on the need for such assistance to consumers, James Walker, CEO and Founder, Resolver Group UK said that a large number of consumers are not sure about where to go and what to say when they have an issue with a service they are using. Resolver assists consumers exactly in these matters. The web platform claims to be the preferred resolution tool of millions of consumers in the UK with a customer satisfaction rate of over 98%. Indian startup, Resolver India has received funding from Resolver Group UK along with seed funding from Manish Gupta, Chairman of JIMS and UINCEPT incubator.

Resolver will help businesses to resolve customer grievances better by providing them data on types of consumer complaints in each business. Singh said that with the help of this data companies can quickly solve the most common types of complaints through auto-resolution and at a lower cost.

The portal has initially added over 3000 companies under four broad categories of telecom, retail, finance and travel. Retail category also addresses complaints related to manufacturing companies. They plan to add ‘utility’ section next month that will handle complaints related to electricity and gas bills.

The startup will provide free services to the users but generate revenue from companies who will tie-up with them for the data they have collected on complaint handling. “We are in price discovery phase and will decide final pricing depending on the services companies take from us,” said Singh. However, small businesses with less transaction volume can get on-board through monthly subscription basis, which is likely to be around £70-180 (Rs 6,500-16,500) per month.

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