They downloaded the app. Then they stopped at step ten.
How TIQS doubled trading-account onboarding completion by replacing a static, English-only form flow with a multilingual agent that walks every applicant through KYC, document upload and compliance, in the language they actually speak.
26%
Onboarding completion doubled, 12% to 26%
80%
80% reduction in call-centre and support workload
9
A nine-step flow, now walked end-to-end by a multilingual agent
TIQS is a leading online stock-trading app in India, now part of Games247. Their growth depends on first-time investors completing a nine-step onboarding flow that includes personal data entry, Aadhaar-based KYC, bank-statement upload, compliance checks and account activation. Most of the audience is opening a trading account for the first time.
The hardest customer to win is the one who already said yes.
01
Only twelve percent of registered users finished onboarding.
The nine-step flow was structurally hard, and the rest dropped off, silently, at different points.
02
The friction was language and confidence, not intent.
03
The call centre was carrying the friction.
An agent that knew exactly where they stopped, and why.
The agent was trained on TIQS's own onboarding content, integrated with the onboarding backend, the CRM and the support system, and given a clear escalation path. It had to be five things.
Proactively helpful.
Anticipates the friction at each step and offers help before the applicant has to ask
Multilingual.
Communicates in multiple Indian languages, so first-time investors who do not operate in English finish at the same rate.
Comfortable with images and voice notes
Accepts photographs of documents and voice-note questions instead of forcing a formatted screenshot. Integrated, not bolted on
Connects to the backend,
CRM and support systems so the conversation stays in sync with the record.
Escalation-aware.
For issues outside its scope, opens a ticket or routes to a live executive with the context attached.
Before, step ten was where customers ended. After, it is where the conversation starts.
The customers who quit, didn't.
45%
Onboarding completion doubled, from twelve percent to twenty-six percent, on the same nine-step flow with the same checks.
-
Drop-offs compressed at the acute stages, with Aadhaar verification the sharpest, as the agent's contextual help met the applicant where they stalled.
80%
80% reduction in call-centre and support workload, with the team kept for the high-judgment edge cases.
Takeaways
- Banking and Fintech
- Onboard and Activate
- Omnichannel Agents
- Conversational Intelligence
- Workflow Orchestration
Your customers already said yes. Make sure they finish.
A live demo on your own funnel. Your onboarding flow, your KYC steps, your CRM.
