S3E09 – How to Build Customer Support on Transparency and Trust – Dinesh Pai, Zerodha

Dinesh Pai, in his 8+ years career, has honed many roles and comes with expertise in Business Development and Operations, primarily in Fintech industry. From his role at Founder’s Office at Zerodha to other senior positions at companies like Rainmatter and EY, he is committed to driving change with a bias to action. 

In this episode of The Twenty Minute Moat, we cover: 

• Customer support at Zerodha and why it’s important
• How to optimise support with customer centric feedback loop
• How to create CX strategy that’s built on trust and strong bonds
• How do customer support teams deal with users reaching out on multiple platforms 
• What is the future of customer support in the next one or two years

Podcast Transcript

In this customer support transparency podcast, we have Dinesh Pai as our podcast guest and Jude Gerald Lopez as our podcast host.

00:00:05 Jude Gerald Lopez

Welcome everyone to another episode of the 20 Minute Moat podcast. I’ve got a very special guest with me today. I’ve got Dinesh Pai from Zerodha. The brand needs no introduction. And, before I, you know, go on and on, I’ll just hand it over to Dinesh to tell us a little bit more about his role. And also, you know, give us a little bit more insight on how exactly Zerodha views customer experience and customer support and all of those processes.

So welcome to the 20 minute moat Dinesh and over to you.

Dinesh Pai

Hey thanks again Jude. So, you know, really glad to be here. And, as you said, you know, Zerodha doesn’t need any introduction. I think a large part of that is also because of how we looked at customer support over the past couple of years, right? 

I think that’s been quite important for all of the success that we’ve had to, but, you know, just introducing myself, you know, I’m Dinesh. I work with the, you know, the Founders Office at Zerodha. I also have a role with RainMatter which is an investment firm that we kind of run internally, where we invest in strategic startup, where, it can be in Fintech, climate, health tech, etc.

So, you know, that’s my role in, in very concise words. But, you know, getting down to that first question, how do we look at customer support. I’m not sure, you know, how many times I’ve at least noticed this, but, you know, Nitin kind of keep stressing on how customers support is very important for all of us in Zerodha, right. 

Because, you know, being a brand that we are today, with about 10 million retail clients, I think what, what becomes very important for us as a differentiator against all of the other people out in the industry, will be support. Because, you know, discount brokerage as a space has been commoditised. Like you can see multiple players now. 

I think what separates out some of the better players from the others will be customer support in the long term. So, you know, for us, it’s very important. And, you know, there are various ways in which we do customer support, which is very similar to how other industries kind of run. 

So, you know, we’ve got a support portal where, you know, we almost constantly try to improve all the articles that are out there. So our initial push is to make sure that our clients are self sufficient with almost all the queries that they have. 

So somebody coming to our support portal should be able to answer all the questions he has with the articles that we have there. And if it’s not on there, we, you know, make it a point to actually go there, put up an article or edit an article, make edits to it in terms of getting more pieces of information on them.

All of our customer support team is actually very proactively looking at all the support articles. Every time we get a call or a ticket through our support portal, we kind of make sure to see the support article and say, hey, you know, is this information is already there, if it’s not there then why is it not there and we answer those questions, we put that information out there so that the next few clients who come to this product will, can probably use it and not reach us, don’t have to spend time on calls and tracking tickets, etc. 

So, as I pointed out earlier, you know, there are couple of ways to get in touch with us.

One is the support portal where they can come and check out the articles. They can also click at ‘create tickets’ from these articles themselves, which will come to our customer support managers who will then respond and probably clear those queries. 

There’s also a phone number where you can call us from about 8:30 in the morning up until 5:00 o’clock in the evening where, you know, almost all of our customer support managers answer these calls.

Right now, the waiting time on those calls are also quite, so initially it used to be a little bit higher, but now, you know, it’s down to 20-30 seconds most of the times unless there are issue days where there a lot of people trying to reach us.

But you know, as I said, customer support is very important for us and, you know, the example that I would like to give you as to why is because, you know, we have spent a lot of time over the past year just enhancing the customer support portal, right.

As in, all of us, Nitin, starting from Nitin, to our CTO to everybody in the, in the company has been involved in re-framing the customer support portal every, every now and then so that the customers don’t have to reach out to us, so that we can make them self-sufficient. 

I think that’s also on the agenda for us as a brokerage firm, right, that, you know, all of our apps are also very minimalistic, very simple so that customers can figure out a lot of answers by themselves, and, you know, we envisage support also to do the same. So, you know it’s, it’s a constant work, right, it’s never a success altogether. But, you know, as we keep growing, I’m sure we’ll find more optimizations and better ways for customers to reach us and probably, and hopefully we can, we can do much better with customer experience.

00:04:24 Jude Gerald Lopez

Brilliant. I think, you know, you pointed out how being self sufficient and self service options have brought down the wait times on calls as well.

Dinesh Pai

Correct.

00:04:32 Jude Gerald Lopez

So was that, was that a very clear and noticeable difference after self service options were introduced?

Dinesh Pai

So, basically in terms of self service, right, as in, all of our support articles are very self explanatory. As in if you have an issue with say a particular thing, you can either fix it yourself and, if you can’t, then, you know, we ask you to create a ticket. 

Now the call wait times have reduced because of mostly internal, say, optimizations in terms of how we schedule these call shifts, how do we put all of our resources to work etc, so that has nothing to do with self sufficiency.

Of course, you know, there’s a large part of it where, you know, if there are a lot of customers who are millennials and, and the younger participants in the markets who probably go to articles and read it. I think, you know, that kind of also helps call time, because most of the people will then find the answers themselves, won’t have to reach out to us, and essentially, we’ll have lesser calls today, leading to lesser wait times.

But again, you know, I think it’s a combination of factors. I don’t think there’s only one factor that I would point out and say that has helped reduced the wait times.

00:05:29 Jude Gerald Lopez

Interesting, yeah, I mean there are multiple tiny bits to the puzzle that all add up in the long run, right?

Dinesh Pai

Correct, correct, correct. Even, even all of our support managers right, you know, they are always looking out to what we can improve. Now, you know, one of the things that we at Zerodha do very well is that, you know, Ideas can come from anywhere. And I think we are very strong believers of that. 

Internally on forums, we keep asking our support team saying if you spot anything, please do let us know. And more often than not, we do spot a lot of things where, you know, things can be much better. And, you know, that has also helped us along, a long way.

So I think, all the credit should go to all the people who are working in support day-in and day-out, interacting with customers because they make it a point to come back and say hey, no, why is this not done this way, why shouldn’t we show it this way? This will reduce a lot of tickets and a lot of calls, etc.

And, you know, we have actually done a lot of optimizations, in terms of fund stages, in terms of how we probably give articles in some of our tools or applications, I can console upright, etc.

We have done those small edits where, you know, we can give more information to the client right upto that. That way the touch points are lesser. People are more aware about what they’re actually trying to reach us for. 

00:06:35 Jude Gerald Lopez

Interesting, I think the learning curve is, you know, with a minimalistic and a well designed product, the learning curve is always very sort of not very big. 

Dinesh Pai

Correct, Correct. That, that’s, that’s all, all down to the tech team, right? You know, Kailash has been such a fundamental aspect of how we design products at Zerodha. And, you know, we spend a lot of time deliberating should we do something, should we not do something. And more often than not, you know, if the answer is, you know, should we actually do this because I feel it’s important or should we do this because customers are actually asking for it. And the 2nd aspect kinda takes priority for us.

That, you know, if there is a need that we see our customers are struggling or our customers asking for a certain feature, we take, take that as a priority rather than things we feel inherently is something that’s important.

So we go by that data, go by that, you know, customer centricity now. And it’s not just a phrase and a, and a buzzword right. For us it’s actually very important. We look at the number of tickets and number of calls we get. Number of touch-points, number of feedbacks that we get and that’s how we make those decisions on the tech side as well. So you know, all credit to the tech team, all credit to the support team as well.

Jude Gerald Lopez

Brilliant, you know, I think we touched on two things, you know, a very well rounded customer centric feedback process. 

Dinesh Pai

Correct

Jude Gerald Lopez

And, you know, like better options to empower the customer. 

Dinesh Pai

Correct.

00:07:49 Jude Gerald Lopez

I wanted to also, you know, take your, take this conversation to how traditional finance sort of viewed customer support and then, in Fintech, there was a huge opportunity to sort of reimagine customer support. 

And one thing, you know, with the customer experience and interacting with customers is that level of trust that they have with you and the other way around. So, was there a trust deficit or, you know, in turning this game around and building strong, you know,  bonds and a very strong trust with your customers, like what, what went into your CX strategy?

Dinesh Pai

Correct, so, you know, I think it takes us all all the way back to 2010 when we actually launched Zerodha tech. I think, you know, one of the few things that we did when we did launch is, you know, transparency, you know, we had that brokerage calculator. We told customers exactly how much money they will be paying for a particular trade. What are the charges? What is STT? What are some of the other taxes that they will end up paying, etc. 

So, I think, you know, transparency has been the, the central aspect of everything we do at Zerodha. If you look at all of our blog posts, if you look at all of our messaging on twitter, if you look at Nitin’s communications, I think all of them kind of hint towards one thing is that, you know, we want everybody to be informed about what we’re doing.

So, essentially as a team, and more so in support, right, because, you know, we get more people reaching out to us in support rather than in any other team. So, you know, I feel, you know, in terms of comparison with, with traditional finance, I, I don’t think it’s a apples to apples comparison, right? It’s a, it’s a different monster altogether. So I think, but we are startups right. I think, or at least, a very mature startup now. I don’t think, you know, Zerodha as a, just a start up now. 

Jude Gerald Lopez

Yeah. 

Dinesh Pai

But I think, for us, I think, it was very important to be very transparent with our customers. So, every call they, call they make to us, I think the idea for us was to give them a very, very accurate information, easily find it, I mean, very quick information, as in, simple queries shouldn’t take a lot of time to answer.

Lot of tickets we now have reduced the turnaround time now by a large extent actually. So, I think that the time factor of it, the, the speed with which we actually reply and also maintain the accuracy with it and the quality with it, along with how we’ve kind of communicated very uniformly across channels.

So, you know, calls and tickets, there’s no difference in terms of quality as well. So, hopefully over the next few months and years, as I said, you know, we, we’d like to improve and see what else we can do. But at this point in time, keeping the customer informed, keeping them exactly what the issue is, has helped us a lot. 

And, the customers trust us with big tickets right, because, you know, you see a lot of good feedback as well with customers who are very happy that, you know, they’re hearing back very immediately from us. But, I think these are the efficiencies that, you know, can happen over the period of time, cannot really happen very quickly. Also, I’d like to point out, you know, why this has been one of the good, say, teams within Zerodha is because today we have 10 million clients right? So, it’s not a small number. And you know, as a team, sure, you know, we’ve grown a little bit, but you know, it’s the same team that is kind of handling a lot more customers now.  Just for reference, you know, we were 5-6 million only a few couple of years ago and we are sitting now at 10 million.

So that’s a lot of increase in customers and that also increases the work that actually comes in, but, you know, we try to maintain consistency in terms of answers and in all the queries that we can answer.

But yeah, you know, in terms of how we built trust, I think transparency is the only answer there as to make sure that our clients are kept posted about all the updates, clients are kept posted on the timelines and communicated well. And I think, you know, that’s the, the ideal core factor of supporting anyway, as to, you know, sometimes issues can’t be resolved in a minute or two, but, you know, if you keep the client posted about when it’s going to be resolved, I think, you know, that goes a long way as well.

So, we try to keep our response is very to the point, like our support articles. We don’t beat around the bush and, and we try to keep the turn around time as low as possible. And I think that’s helped us build the trust factor where people are more happy to reach out to us than not, basically. 

Jude Gerald Lopez

Yeah, I think, you know, when the response time is low, people are not at the peak of frustration. They know there’s a proper

Dinesh Pai

Correct

Jude Gerald Lopez

And they happy that someone’s there to help. As opposed to

Dinesh Pai

Correct, correct. Yeah , yeah. You know, we’ve actually felt that, right, as in you know, on some of these tickets where, you know, these can be critical issues where, you know, the customers are probably looking for an immediate answer, but, you know, just, just making sure that, you know, we’re here to help with a simple response saying, you know, we’re looking into this. I think that goes along way as well. 

And I think that’s true for any support, right, not just in our industry, but more so for our industry. Because, you know, we’re kind of handling people’s money or people’s money is at risk here.

Jude Gerald Lopez

Yeah

Dinesh Pai

So I think that way we kind of take it very seriously saying, you know, we are here to help. We put that out in, in all of our messages on, on calls, as well as tickets. I think that’s when, that’s gone a long way in terms of making sure, you know,  we are one of the better players in support, in the industry.

00:12:35 Jude Gerald Lopez

Interesting, you know, I wanted to come to, you know, we’re talking about queries that customers have and, I’m sure out of the 10 million clients that you have, a significant portion of them are digital natives, Gen Z’s. 

Dinesh Pai

Correct

Jude Gerald Lopez

And millennials as well. So, is there, has there been a change in the way they reach out? Are they, do they prefer social media? You know, is an Omni channel strategy for your customer support extremely crucial? And how, how have your support teams been dealing with that? Because now you are, if you are reaching out to people on multiple platforms,

Dinesh Pai

Correct

Jude Gerald Lopez

That’s a little bit more complex than one channel.

Dinesh Pai

Correct. You know, we, we kind of understand this as well, right.  As in, you know, we have a Twitter page for, for Zerodha, we have a Facebook page, we have an Instagram page. We also have a LinkedIn page. So, you know, our customers reach out to various, say, avenues or channels on social media.

But, you know, our primary channel that, you know, we kind of push people to reach out to is on the support portal. Because that essentially should be the one stop go to place for people to answer any queries, you know. That’s been something that we’ve been pushing as well.

So, if somebody does reach out to us on, say any of the other channels, there’s a social media team, kind of, that tracks all these requests and also hands over these queries to the support team eventually in case they are not able to answer these queries.

But, to be very honest, even our social media team, right, has been very well drilled into how to actually support these customers. From Nitin, all the way up until the support team, all of us interact with clients on a daily basis, at least, at least once in a week for sure.

So, all of us kind of understand the queries that come, all of us kind of understand how to talk to customers, how to respond to customers, and I think that’s gone a long way in terms of making sure that, you know, all of us are clued in.

So if the social media team gets a query through one of these channels, they kind of try to respond, and if the client is still adamant about, you know, the issue still persists or, or there’s still issues, then we kind of log a ticket and kind of hand it over to the support team. But, most often than not, we kind of nudge our customers to go to the support portal because, you know, most of the answers are available there through articles where, you know, we’ve listed it very clearly what you’ll need to do to solve particular queries, etc.

That way it’s very easy for the clients as well. But, you know, this Omni Channel strategy, which, you know, you’re pointing out to, it’s probably not a problem for us because, you know, most of our clients do come to support portal because we have messaged so much, we’ve kind of hinted so much, Nitin has spoken about it almost every where, so that way all of our customers that there’s a support portal that they need to come to. 

But sure, you know, we do get questions on other channels, but, you know, they’re very, less than 5% of the queries is what we get on other channels, etc. But as you rightly pointed out, you know, our customer age group is between 25 to 40, almost most of them. And it’s, it’s very, it’s nice to actually know that, you know, they’ve kind of adapted to our way of customer service, where, you know, they come to the support portal rather than, kind of, either DM’ing us or probably putting it up on any of these social media channels. 

But we’re quite responsive there, but there also we kind of, you know, respond and take them back to the support portal or the tickets. That way they are also aware that, you know, next time if I need a speedy resolution, this is where I’m supposed to go rather than social media channels, so

Jude Gerald Lopez

Yeah

Dinesh Pai

But again, it’s, it’s, it’s worked well anyway. Internally we coordinate among the social media team as well as the support team.

Jude Gerald Lopez

Interesting, I mean earlier, social media was seen as that front where you go to when customer support fails.

Dinesh Pai

Correct, correct.

Jude Gerald Lopez

But I know that’s changing now with, you know, people natively on WhatsApp and Facebook Messenger just doing support and a lot of brands seem to be fine with it. So that’s an area

Dinesh Pai

Correct, correct, correct. No, I mean also with us, right, I think, you know, when, when customers are frustrated with, with say, any, any smaller parts of whatever they’re doing, and if they’re on a certain portal, I think it’s just human nature to actually, you know, reach out to the company on that particular portal. 

Jude Gerald Lopez

Yeah

Dinesh Pai

If you are browsing LinkedIn, you’re angry about something, you know, you want to reach out to Zerodha on LinkedIn as well. So, but you know, these are small portion of the tickets and queries that we get. 

Jude Gerald Lopez

Nice.

Dinesh Pai

But, most of the work happens on the support portal. And that’s what we also kind of push people to do because, you know, it’s, it’s like a wiki that we want to keep building. More and more customers compose support portal, the more we learn about what they need, the more we learn about what are the, what are the questions that they’re actually facing. 

And if there’s something that’s not on the support portal, it’ll help us put it on the support portal so that The next 100, 200, 300 customers don’t really have to reach out to us, and don’t really have to face that issue. So, I think the idea is to make sure, you know, the support portal grows for the customer themselves, and I think that’s been the idea so far. Hopefully that works in the next few months.

Jude Gerald Lopez

Interesting, I mean, that clearly shows that the support portal is working well 

Dinesh Pai

Correct

Jude Gerald Lopez

And your teams are, you know, using it well and customers are sort of happy with it, so they have faith in it.

Dinesh Pai

Correct

Jude Gerald Lopez

So that’s good.

Dinesh Pai

Correct. We’ve tracked some of the metrics as well, right? As in, ever since we have started work on improving the support portal, we’ve seen drastic drop off on certain number of tickets where, you know, the articles are more self explanatory now. 

There are more detailed answers, more point, more to the point answers as well where, you know, customers can find the answers in the just 15 seconds. And again, this is also down to Kailash and Nitin, you know. Especially, you know, the whole cleanup of the support portal as well that, you know, we constantly do is also because Nitin and Kailash kind of wholeheartedly participate.

And, you know, I don’t think you’ll find any other company in India or abroad where, you know, the CEO is probably also working on the support portal, right?

I think, you know, we have one of the unique companies where, you know, all the leaders kind of also help out. And, you know, that’s kind of very nice because it shows the way for all of us who are also working for support and sales and all the other functions as well that, you know, that we have to help our clients be self sufficient and, and that will be the metric for us to be successful in the next few years. 

00:18:07 Jude Gerald Lopez

Interesting. You know, just going back to, you know, the role of automation and, you know, chatbots and customers interacting with these services.

Dinesh Pai

Right.

Jude Gerald Lopez

Are they fine with it or do they still try to, you know, get to the end of the line and have a human agent attend to them? 

Say for example if the support portal doesn’t, you know, satisfy them. Or the FAQ section or the article. Is that still there or is it changing?

Dinesh Pai

So, you know, just to give you a picture of, you know, the number of calls or tickets, you know, our calls are much more than the number of tickets we get on a daily basis. And, that kind of inherently shows, you know, customers prefer to call somebody on customer or customer support teams, speak to them, get the query dealt with, rather than logging a ticket and, and following up and probably responding there. So, I think that there, there is still that inclination to, you know, get it done very quickly, speak to somebody, get that answers and get done with it. 

But in terms of automations, right, it’s been very tricky for our industry. So most of the customers who are reaching out to us, sure, you know, maybe 30 to 40% of the queries can be very easily answered through, say, automations, by, you know, chatbots where, you know, you can ask, you know, why is my fund balance low today, and, and the automation can probably, you know, tell you exactly where the breakdown of the fund balance, etc. 

But, you know, there are certain cases where, you know, there are trades that, that have probably gone wrong. There are other issues that probably crop up on a daily basis, or say, weekly, monthly etc, where I think, people will have to reach out to us, where the automation can’t really answer these questions, right?

Unless we feed it to that, unless we recognize it early.

Jude Gerald Lopez

Yeah.

Dinesh Pai

But, I think, the most queries that we get, and again, it’s a challenge as well as an understanding and a learning curve for us, is that, that we have to probably, you know, explain these things using either tickets or using either our support managers who are taught to be on calls etc.

Automation is, is possible to a certain extent, but again, you know, chatbots can go only, go only until so far right. Even banking has been one of the sectors where, you know, chatbots have been extensively used. That’s because, you know, there’s only so much a bank will do for you, right? As in, managing accounts, show your transaction history, what’s happened on a daily, daily basis in terms of credit, debit, etc.

So it becomes very easy. And, but for us, with the complexity of all the things that we kind of offer, in terms of derivatives, in terms of equity, intraday trade, etc, and all the things that’s involved, in terms of charts, the kind of order types that people can actually log, etc, there are a lot of questions that might not be answerable through automation. That being said, you know, we are actually working on a lot of things or optimizations which can take off the 30-40% of, of, of queries which can be automated, right? So we’re working on that as well, but we don’t see the whole customer support function moving to automations completely. I think that’s across the industry, across space, across say, you know, countries where you can’t really move everything to automation. It’s really not possible, where there are always complex queries that the customers would be asking.

So that’s one thing that, you know, that comes to mind when you ask me that question. But yeah, you know people have been asking for this, people have been sending comments and queries around it, but, you know, it takes time to, to set up these tools and make sure that it’s all working well because, even these common queries, if you probably give wrong answers through the automations, I think it leads to more work, like there’s more people.

Jude Gerald Lopez

That’s the nightmare for the support agent who will eventually get that customer.

Dinesh Pai

Correct, correct, correct. Eventually, yeah, because essentially, we’ve said something wrong, and then it’s down now to the customer agent to actually fix that, 

Jude Gerald Lopez

Yeah

Dinesh Pai

As well as make sure he gives the right answer. So, you know, puts them in a tight spot. So I think we need to be very careful with these tools as well. So we are trying to work on it and hopefully we’ll have some updates within the next year.

But yeah, we are constantly on it to see what can be optimized, what can be made better. 

Jude Gerald Lopez

Brilliant, we’re sort of out of time. 

Dinesh Pai

Right

00:21:45 Jude Gerald Lopez

In a very interesting conversation. One last question, and you know, where do you think customer support is heading, like, what, what do you think is going to happen in the next, say, one or two years? 

Dinesh Pai

That’s a, that’s a very interesting question man. You know, I’m, I’m really bad with predictions, so I’ll, I’ll probably give that disclaimer before I probably answer this question. But, you know, I, I still see that, you know, that that human touch for customer support will always stay.

I know, you know, people have been talking about automations and moving away from, you know, human to human interaction, but I think, for a lot of industry, where trust is very paramount, say for banking, say for art industry, where people are worried about what’s happening with their money, I think it’s very important to have that personal connect with the client.

Even though he doesn’t speak to the same customer support agent twice, I think speaking to somebody kind of makes him feel that he’s heard, that there is actually there’s somebody who’s actually taking care of it, rather than machines taking care of it.

So I would say, you know, a hybrid model will obviously come into the play, I think there are a lot of industry, lots of customer support teams who are using automation already. Some of these learning models, which kind of understand what are the responses, understand what responses should be given to clients, what are some of the queries, etc, early identification of issues and stuff like that. 

So I think, those will obviously augment the people operations, but I think, if I were to stand today and predict something that’s gonna happen over the next two years, I feel there will be more and more tools that, you know, customer support teams can use over a period of time. There’ll be more efficiency that’ll be brought into the industry as well as this space. And it’ll become easier for customer support managers to actually interact with clients, right? I think that will also become better.

Maybe there’ll be more tools that can actually do face-to-face interactions a little better, you know, now most of the things are digital. So hopefully, they’ll be ways that can also be improved, but again, you know, you never know.

I think this, this industry of customer support is always in a change of plans

Jude Gerald Lopez

Yeah

Dinesh Pai

So, so you never know what comes tomorrow. But, if I were to say today, as I said, just augmenting people operations with more and more tools, which is selectively chosen, to just improve small bits and pieces rather than reinventing the wheel will go a long way in making sure that the brand value of the company is also kind of kept intact. 

Jude Gerald Lopez

Brilliant, I think, yeah, I think you’ve got it spot on where you mentioned it’s a hybrid model that’s gonna,

Dinesh Pai

Yeah. Yeah,

Jude Gerald Lopez

And with almost all these tools, it’s meant, I don’t think it’s ever meant to replace a support agent, but rather empower them.

Dinesh Pai

Correct, correct. And I think that’s what most people get, get, get it wrong, right? 

Jude Gerald Lopez

Yeah

Dinesh Pai

As in, I think people think about it as a silver bullet. I think, you know, a chatbot is not a silver bullet. Somebody needs to feed answers in the back end, train the model and, and then make sure it’s accurate. Even then, you know, there are lot of issues right, and that can go down. A lot of things that can go wrong. But, I think, people to people interaction will stay. I think that is something that will never go away from financial services. I think it’s very important as well for us, as a as a company as well as an industry, to have that.

I imagine that that’ll state. But I think, you never know how. There are some wonderful tools can take away people to people interaction. Then, you know, we’ll have to test it? 

Jude Gerald Lopez

Yeah, that’s true. I think a badly implemented chatbot does more damage, so it’s important to do it the right way.

Dinesh Pai

Correct, correct. Yeah. No, I, I agree with that.

Jude Gerald Lopez

But thank you so much Dinesh. It’s been wonderful having you on the 20 minute moat. It’s been a fabulous conversation, so thank you.

Dinesh Pai

Hey no no, thanks, thanks Jude for reaching out and, and, you know, I’m glad to put this out there for all of our customers listening as well. You know, so that they can understand all the effort that’s going behind, all the things that we’re doing for them. You know, and, we should, we should definitely do this again sometime in a few months and see what’s changed at Zerodha. So

Jude Gerald Lopez

Yes, yes, that’s something that I would look forward to so.

Dinesh Pai

Perfect.

Jude Gerald Lopez

Perfect thank you.

Dinesh Pai

Hey thanks again. Cheers, cheers.