Freecharge, the 6-year-old e-commerce portal focusing on online recharging, invited bloggers around the city(Bangalore) to their office to show how things work.
Unfortunately, due to unforeseen reasons, I was not able to be a part of it. But this is what happened.
Early in the morning, nothing can be great as a good breakfast. The bloggers were served with delicious breakfast at the company’s cafeteria. They were provided with a goodie bag each containing a Freecharge Tee Shirt, a coffee mug, some tasty cookies and stationary for the day.
Following this was the office tour. Dev Ops, SRE, cloud automation, cloud security & IT, marketing, analytics, QA, the Design Mafia (UI & UX), payments, technology and mobile! Oh wait, these are all the different teams at Freecharge. And everyone got an intro.
Later was a session with Mr.Govid Rajan, CEO of Freecharge. He spoke about user interface & experience (UI/UX) and security. He also discussed how the team of 300-odd people at the office is working in delivering the first class experience to their users.
Key points of the discussion:
-No typing only tapping strategy
Freecharge don’t want their users to spend time in typing information for their transactions. They want to simplify the experience by making transactions with just a few clicks. A simple display of recent recharges can avoid user to type in the amount as in the case of repeat recharges.
-Transactions in less than 10 seconds / faster checkouts
No one loves to wait! Atleast for online transactions in 2016. The company uses analytics to identify areas where users spends more time to reduce the checkout times.
Mr. Govind also said that Freecharge has built its own (in-house) risky transactions management platform and has a dedicated risk & security team that looks at patterns so that they are always ready to respond to any and every kind of fraudulent actions possible.
They are using data from Indian customers to tailor the risk factors to our needs. This in turn helps them to reduce the risk factors.
And on the security front, he mentioned that passwords are encrypted using one way non-reversible keys making it impossible for any abuse.
The eye opening fact was that in terms of risky transactions Freecharge is at 1/7th of the Indian benchmark which is better than many top financial institutions.
He also told that the Freecharge system studies 500-600 parameters of the mobile phone and over time have become robust to raise flags when a suspicious transaction are recorded.
Security is important for the company and so when Yahoo disclosed the hack on their servers, Freecharge even sent out mails to their customers with yahoo e-mail accounts prompting to change passwords as soon as possible.
Freecharge has systems in place to handle security issues. These systems are compliant with all major security standards such as PCI-DSS compliance. The wallet has very stringent protocols on wallet velocity, device fingerprinting, device encryption and identification and hold limits which are designed to trap and eliminate fraud.
The use of OTP for transactions fulfill the RBI’S mandate for two-factor authentication and does not require even a single additional investment by retailers or a customer, making the transaction secure, swifter and in less than 10 seconds(The Freecharge Way).
The Freecharge app for both Web and Mobile have lock-out systems where the user enters a wrong password for n-times, his requests are blocked on the system. He would have to prove himself legit in order to continue.
Security is our number 1 priority! We have been voted as India’s most secure start-up and the 2nd most preferred wallet.
There were sessions with Ishan Vaish Director-Products, Fareed Jawad Vice President and Principle Product Architect and Varun Arora, Sr. Product Manager for Risk and Frauds. The trio touched upon various features in the Freecharge app like WhatsApp money through Freecharge, Speed Pay etc.
They also spoke a word about Freecharge’s new feature “Auto Pay” that automatically pays the recurring bills.
Freecharge also introduced donations which allows you to donate money to various NGOs using the Freecharge wallet and also get the certificate to claim tax exemptions.
Finally there was a discussion with the customer service team. They said that the complaints were addressed within 20 minutes that they came in throughout 24 hours of the day and 7 days a week.
April 8, 2015 might have been a special day for Freecharge (Snapdeal acquired Freecharge on that day). But sounds like it has never let the enthusiasm to dip. The focus is always on giving its consumers the best digital payment experience in the most secured way.
It is also good to see Freecharge being so transparent to the public through these invites to their office.
If you are a Freecharge user, let us know your experience with the mobile or web app. After all, the company is customer-first.