Why does the dhan support is slowly changing?

[sri1647]

Why does the dhan support team is slowly changing? Does anyone noticed that the plus factor dhan has, is getting faded slowly in recent times?

1. Live customer chat support is partially replaced with the AI bot increasing the work of clients, making them to re-write their queries a few times, testing the patience and killing the time.

2. On time responses on email or twitter but improper and irrelevant solutions a few times.

3. The responses on the community channel with respect to the feedbacks and any issues were quick earlier and now, no replies even after a week as well.

Is it because of arrogance of being popular now or any other reason @PravinJ sir?

Remember that Zerodha also behaved in similar way and everyone knows what had happened to its market leader position now. Hope the dhan team won’t step in to the wrong path and enhance user experience like the initial days.

p.s. The post is not a biased one and not favouring to any other broker.

[PravinJ]

Hi @sri1647 Let know of your query or email us on help@dhan.co and we will help you resolve.

We are no where close to being popular, we account for ~1% market share. Long way to go.

AI is getting enabled in every business, and so it is at Dhan. However, we do a manual check on all aspects of these interactions and keep a track on everything as before.

[scotchblooded94]

been usin dhan for a bit now gettin used to the platfrm support feels kinda mugged up like just reading off a script tbh thats same with most brokers zeroda n dhan still do a decent job groww been the worst frm what i’ve seen

[sri1647]

Kindly do refer my previous posts here for better view of 1st & 3rd points and email from client code 1100199989.

Difficulties in customer support

But this AI seems useless without understanding the common queries. It increases the frustration of the clients during trading hrs and nothing else. Totally disappointed with this experience today. The features I liked the most in dhan are slowly faded away with the recent updates. It is time consuming instead I can say for clients. Because of such instances, don’t make us regret for choosing dhan @PravinJ sir. Updates are helpful only if the previous experience is not hampered at all.

[thisisbanerjee]

Aside from the chat, one can drop an email at help@dhan.co and the support is pretty fast. In most of my interactions, I received a full resolution by 24 hours and a reply within 6 hours.

Dhan chat used to be very good when Dhan started up 3 years back. Given the astronomical growth, some interactions are being resolved by the AI. While I won’t say that the use of AI is bad, in case you aren’t satisfied, the AI will redirect you to a support agent and one can expect a reply within 10 mins at max.

Dhan’s team is compact and let’s cut them some slack given how much tech and love they are giving to us.

You also have the wonderful community where everybody including the founder @PravinJ and everybody else including traders, try and solve the issues.

I also try and troubleshoot and guide on, as many general non-API stuff as I can.

[Chintal_Shah]

@thisisbanerjee

let’s cut them some slack given how much tech and love they are giving to us.

I second that.