Near-Field Communication (NFC) is a short-range wireless technology that allows NFC enabled devices to transfer the data with each other within a close proximity of 4 centimeters. NFC-enabled devices can include smartphones, electronic tickets, computers, speakers, credit or debit cards, smartwatches, and other consumer electronics.

Unlike Wi-Fi and Bluetooth, NFC is designed for extremely short-range interactions, requiring a minimum distance of 4 centimeters or less for a connection to be established.

NFC technology allows for data transfer between an NFC tag and an Android device, or between two Android devices. NFC tags vary in complexity:

• Basic tags: Support simple reading and writing of data, with some areas designated as read-only.
• Advanced tags: Can perform calculations and include security features for protected access.
• Sophisticated tags: Can execute complex tasks by running code.

Data on NFC tags can be stored in various formats, with many Android apps utilizing the NFC Forum’s NDEF (NFC Data Exchange Format) standard to ensure compatibility.

Key Features of NFC Technology

1. Data transfer

Enabling the exchange of data between NFC-enabled devices.

2. Mobile payments

Allowing for contactless payments using smartphones.

3. Access control

Granting access to buildings, events, or restricted areas.

4. Ticketing

Storing and accessing tickets for various purposes.

5. Information sharing

Sharing contact details, URLs, or other information.

Related Read: Mobile Payment: What is it, Types and How to Use Them?

How Does NFC Technology Work? A Step-by-Step Guide

NFC (Near-Field Communication) works by utilizing electromagnetic fields to enable data transfer between compatible devices within a close proximity.

Here’s a breakdown of the technical process:

STEP 1: Electromagnetic Field Generation

• An NFC-enabled device generates an electromagnetic field.
• This field creates a zone of influence around the device.

STEP 2: Device Detection

• When another NFC-enabled device enters the field, it is detected.
• The detected device’s antenna is activated by the electromagnetic field.

STEP 3: Data Exchange

• Both devices establish a communication channel.
• Data is transmitted and received using modulated radio waves within the electromagnetic field.

STEP 4: Data Processing

• The receiving device processes the received data and performs appropriate actions based on the information.
• This could involve initiating a payment, sharing data, or unlocking a door, depending on the application.

4 Essential Components of NFC Technology

1. NFC Chip

The NFC chip is the fundamental component that enables NFC operation. It generates and detects the electromagnetic field required for communication.

2. Reader/Writer

The reader/writer device can read and write data to NFC tags. This might be a stand-alone gadget or one that is integrated with other devices, such as smartphones.

3. NFC Software Application

Like a smartphone, an NFC-enabled device runs a software application that allows users to connect with NFC tags and start data transfers.

4. Communication Service Provider

A communication service provider, like a mobile network operator, makes it possible for NFC-enabled devices to exchange data securely.

What are the 2 Modes of NFC Technology?

NFC technology operates in two primary modes: active and passive.

1. Active Mode

The two devices (emitter and receiver) interact by generating a signal. One of the gadgets waits for data and switches off its electromagnetic field.

Active Mode Example

Example: Imagine you’re sharing a file between two smartphones using NFC.

Both smartphones are NFC-enabled and have their NFC feature activated.

When you tap the two phones together, both devices actively participate in the data transfer process.

Each device generates and receives signals, allowing for a direct and efficient exchange of information.

2. Passive Mode

In passive mode, the emitter device emits an electromagnetic field, which is modulated by the receiver. The receiving device is fuelled by the strength of the emitter’s electromagnetic field. NFC tags on posters or payment cards do not have their own power supply. When an active device approaches a passive tag, the active device’s electromagnetic field activates the tag, enabling data transfer.

Passive Mode Example

Example: Imagine you’re at a grocery store and want to pay for your items using your smartphone.

You approach the contactless payment terminal and tap your phone against it.

Your phone’s NFC chip activates the NFC tag in the payment terminal.

The payment terminal, acting as the active device, powers the passive NFC tag on your phone, allowing the necessary data exchange for the transaction to be completed.

What Are Examples of Active and Passive NFC enabled Devices?

Examples of Devices with Active NFC tags

1. NFC Reader Terminals

Retail stores often use NFC reader terminals to facilitate contactless payments by actively reading NFC tags on smartphones, credit cards, or other compatible devices.

2. Smartphones

Many modern smartphones are equipped with NFC capabilities, allowing users to make contactless payments, share files, and access controlled areas by reading and writing NFC data.

3. Smartwatches

Smartwatches with NFC functionality can perform tasks like contactless payments and data exchanges with other NFC-enabled devices, providing convenience and versatility.

Examples of devices with Passive NFC tags

1. Credit Cards

Many modern credit cards incorporate passive NFC tags, allowing for contactless payments without requiring additional power. This feature provides convenience and security for transactions in retail stores, restaurants, and other NFC-enabled locations.

2. Bank Debit Cards

Similar to credit cards, many bank and debit cards are equipped with NFC technology, enabling secure and contactless transactions. This eliminates the need for physical swiping or entering PINs, offering a faster and more convenient payment experience.

What are the Common Uses of NFC?

1. NFC Payments

• Contactless payments: NFC technology enables secure, NFC payments using smartphones and wearables.
• Digital wallets: Platforms like Google Pay and Apple Pay leverage NFC for seamless transactions.
• Convenience and security: Eliminates the need for physical cards and reduces the risk of card fraud.

2. Data Sharing

• Nearby Share: Android’s Nearby Share feature, while not strictly NFC-based, utilizes NFC for initial connection and then switches to Bluetooth or Wi-Fi Direct for data transfer.
• Content sharing: Allows users to easily share files, images, or other content between NFC-enabled devices.

3. Smart Posters and Marketing

• Interactive experiences: NFC tags embedded in posters, packaging, or physical media can trigger actions when tapped by NFC-enabled devices.
• Enhanced engagement: Provides a more interactive way for brands to connect with consumers.

4. Public Transportation

• Streamlined fare payment: NFC-enabled smartphones or wearables can be used to tap in and out of public transportation systems.
• Elimination of physical tickets: Reduces the need for paper tickets or passes, providing a more efficient and environmentally friendly experience.

5. Access Control

• Contactless authentication: NFC technology offers secure access to buildings, events, and restricted areas.
• Enhanced security: Provides a more convenient and secure alternative to traditional access control methods.
• Data tracking: Can capture information such as time, location, and duration of access for security management.

6. NFC Business Cards

• Digital exchange: NFC-enabled business cards allow for quick and easy exchange of contact information.
• Enhanced engagement: Provides a more interactive and memorable way to network.

7. Automate Sleep Mode with NFC

• Proximity-based activation: NFC tags can be used to automatically activate or deactivate sleep mode on devices when they are placed in specific locations.
• Enhanced battery life: Helps conserve battery power by automatically activating sleep mode when the device is not in use.

8. Bluetooth Pairing Information

• Simplified pairing: NFC can be used to initiate Bluetooth pairing between devices, streamlining the process.

9. Connect/Disconnect Wi-Fi

• Automated network switching: NFC tags can be used to automatically connect or disconnect devices from Wi-Fi networks based on location or other criteria.

10. Program NFC Tags

• Customizable functionality: NFC tags can be programmed to perform various tasks, such as opening URLs, launching apps, or providing specific information.
• Versatile applications: Can be used in various industries and scenarios, from retail to manufacturing.

11. Authentication

• Secure access control: NFC technology can be used for authentication purposes, such as verifying identity or granting access to restricted areas.
• Enhanced security: Provides a more secure alternative to traditional authentication methods.

12. Automate Common Phone Tasks:

• Task automation: NFC tags can be used to automate common phone tasks, such as launching specific apps, sending messages, or making calls.
• Increased efficiency: Simplifies everyday tasks and improves productivity.

Use Cases of NFC Technology in Various Businesses

1. Healthcare

NFC technology in healthcare empowers providers, caregivers, suppliers, and patients with enhanced data and visibility for improved and safer care. By utilizing affordable NFC tags, healthcare organizations can effectively track and monitor supplies, medications, and consumables. This real-time data enables better inventory management, prevents stock outs, and ensures timely replenishment.

NFC technology in healthcare offers various applications:

• Patient Identification: NFC wristbands/cards securely identify patients and access their medical records, enhancing accuracy and efficiency.
• Medication Management: NFC tags track medication inventory, monitor adherence, and prevent errors by verifying correct administration.
• Asset Tracking: NFC tags locate medical equipment, supplies, and devices, optimising management and use.
• Access Control: NFC badges grant secure access to restricted areas like pharmacies and labs, bolstering security measures.
• Patient Engagement: NFC tags deliver patient information, treatment plans, and educational resources directly to smartphones, promoting active engagement.

2. Airlines

NFC technology streamlines airport operations by enabling contactless communication and reducing waiting times for Indian passengers. It offers a more efficient and convenient travel experience through features like NFC-enabled boarding passes and baggage surveillance.

Japan Airlines pioneered the use of NFC for boarding gates in 2012, allowing passengers to use their NFC-enabled smartphones instead of traditional paper credentials. This innovation resulted in a reduction of boarding time from 40 minutes to 15 minutes for a 450-person aircraft, demonstrating the substantial benefits of NFC technology in improving airport operations.

Indian airlines have also embraced NFC for enhanced boarding procedures. SpiceJet, for example, was the first low-cost carrier in India to introduce NFC-based check-in, utilizing beacon technology to further streamline the process. This adoption of NFC has contributed to faster boarding times and a more enjoyable travel experience for Indian passengers.

3. Hospitality, Travel, and Leisure

NFC technology streamlines hotel operations by providing secure, contactless access and efficient check-in processes. Guests can use their smartphones as digital keys, eliminating the need for traditional room keys. Additionally, NFC tickets offer a convenient and quick way to access events and venues.

What are the Benefits of NFC?

1. Enhanced Security

• Secure identity verification: NFC tags can store sensitive information like passports and IDs, providing an extra layer of security.
•  Access control: NFC-enabled systems can restrict unauthorized entry to businesses and residences.

2. Ease of Use

•  Single-tap transactions: NFC simplifies transactions, eliminating manual input and reducing errors.
•  Enhanced user experience: Contactless payments with NFC-enabled devices like Apple Pay and Google Pay improve convenience and satisfaction.

3. Rapid Transactions

•  Faster payments: NFC transactions are significantly faster than traditional methods, improving efficiency and increasing revenue.
• Improved customer experience: Quick tap-and-go interactions reduce wait times and enhance overall satisfaction.

4. Versatility

•  Diverse applications: NFC tags can be used for various purposes, including home automation, timer settings, and alarm activation.
•  Customization: NFC’s adaptability allows for creative and personalized applications.

5. Lower Battery Consumption

•  Energy efficiency: NFC’s short-range communication requires less power compared to UWB and Bluetooth.
• Environmental benefits: Reduced power usage contributes to a smaller carbon footprint.

6. Simplified Convenience

•  Contactless interactions: NFC eliminates the need for physical touch, making everyday tasks easier.
• Enhanced user experience: Streamlined interactions improve convenience for both users and businesses.

7. Short Setup Time

•  Easy activation: NFC technology is quickly activated on Android and iPhone devices.
•  Customizable tags: NFC stickers and smart cards can be easily programmed to meet specific needs.
• Minimal technical barriers: NFC offers a user-friendly experience with minimal setup requirements.

What Are the Limitations of NFC?

1. Limited Range:

• Short-distance communication: NFC’s short range of a few centimeters limits its applicability in certain scenarios.
• Proximity-based interactions: While suitable for close-range interactions, it may not be ideal for applications requiring longer distances.

2. Lack of Universal Adoption

• Standardization challenges: Variations in NFC implementations across different devices and platforms can hinder its widespread adoption.
• Compatibility issues: This lack of standardization may limit NFC’s usefulness in certain contexts.

3. Power Dependency

• Power limitations: NFC’s reliance on external power sources can restrict its use in areas with insufficient or no electricity, such as rural or off-grid locations.
• Operational constraints: The need for power can limit NFC’s deployment in certain environments.

4. Slower Data Transfer

• Speed limitations: Compared to Bluetooth and Wi-Fi, NFC has slower data transfer speeds.
• File and data transfer: This makes NFC less suitable for transferring large files or data-heavy applications.

5. Security Vulnerabilities

• Data manipulation and eavesdropping: While NFC has security measures in place, it remains susceptible to attacks like data manipulation and eavesdropping.
• Mitigation strategies: Implementing appropriate security measures is crucial to minimize these risks.

Differences between NFC, Bluetooth, RFID, UWB (Ultra-wideband) and EMV (Europay, Mastercard, and Visa)

Conclusion

NFC has been on Android for a while, and now, with Apple Pay’s launch, the interest in NFC for individual users, banking, and businesses is booming. This surge is set to modernize E-commerce Payment Systems significantly. As more smartphones adopt NFC and developers create new apps, the potential uses are limitless.

Frequently Asked Questions

1. What are NFC Tags?

NFC tags are programmable RFID tags that store and transmit data to NFC-enabled devices. They offer various applications and can be used for tasks like sharing information or triggering actions.

2. Do NFC Tags need a power supply?

No, NFC tags are passive, meaning they don’t need a power source. They are activated by NFC-enabled devices and can store various types of data.

3. How can I write NFC Tags?

NFC tags can be programmed using NFC-enabled devices or specialized writers. Simply touch the device to the tag and send the desired data. Programming may require specialized software or APIs.

4. How long do NFC Tags store information?

NFC tags can store data for up to 10 years, depending on the tag type and storage conditions.

5. Can NFC Tags be rewritten?

NFC tags can be rewritten, but the number of cycles depends on the tag type. Some tags are read-only, while others can be reprogrammed multiple times.

6. Can NFC Tags be blocked?

Yes, NFC tags can be protected using shielding or specialized blocking materials. This helps prevent unauthorized access and improves privacy.

7. Can NFC Tags be encrypted?

Yes, NFC tags can be encrypted for added security. Accessing encrypted data requires a key or password.

8. How do I enable NFC on my phone?

To enable NFC on your phone, go to your device settings and find the “NFC” or “Contactless Payments” option. Turn it on. Once activated, your phone can interact with NFC tags and devices.

9. How much battery does the NFC sensor use on my phone?

When not in use, a phone’s NFC sensor draws extremely little power from the battery. However, while conducting NFC payments or reading/writing tags, its overall impact on battery life is minimal when compared to functions like the display and cellular radio. In sleep mode, NFC chips require 3 to 5 mA, while in energy-saving mode, just 5 microamps.

The post What is NFC? Features, Components, How Does It Work with Examples appeared first on Razorpay Learn.

GPay/Google Pay Transaction Limit Per Day

The Gpay limit per day for money transfers for users in India is ₹1,00,000. Moreover, in 24 hours you can send money only a maximum of 10 times in GPay or any other UPI app. If you want to transfer more money or conduct a greater number of transactions, you will have to wait for the 24-hour time period to get over.

To avoid any kind of cyber fraud, GPay allows you to request a maximum limit of ₹2000 in a day via the Virtual Payment Address (VPA) in UPI.

When you download the Google pay and register as a first time user, the first transaction limit on Google pay is also ₹1,00,000. However, if you have changed your phone, mobile number, or UPI PIN, you can send a maximum of ₹5,000 for the first 24 hours.

Also, as a first time setup you may have to transfer ₹1 to Google Pay to ensure setup completion. ₹1 will later be refunded back to your account.

UPI Limit Per Day Across UPI Apps

The UPI limit per day across all UPI apps per day is ₹1,00,000. Hence your Gpay limit per day will also depend on other UPI transfers you have done in a day. Let’s say that you send ₹20,000 through one UPI app on a particular day, then your Google pay transfer limit for that day will now be ₹80,000.

In addition to the money transfer limit on UPI transactions, NPCI has also set a limit on the maximum number of UPI transactions per day. As per new NPCI regulations, a person can make upto 20 transactions in a day, post which they are required to wait for 24 hours to start transacting again. Note that the transaction limits can vary depending on different banks.

Related Read: UPI Transaction Charges & Limits in 2024

The National Payments Corporation India (NPCI) has also proposed to put a 30% volume cap on all UPI apps. Currently Phonepe and Gpay have a combined 82.4% market share in UPI transactions as per NPCI Data. This is to ensure that these UPI apps don’t form a monopoly on the UPI market. However, the deadline for limiting the volume cap for TPAPs (Third Party App Providers) has been extended by 2 years up to December 31, 2024 from an earlier deadline of Jan 1, 2023.

    Related Read: What is the PhonePe transaction limit for 2024?

Google Pay Transaction Limits for Different Banks in 2024

Different banks may have varying Gpay transaction limits per day. Understanding these limits is essential to avoid any inconvenience while making transactions. 

The below table gives detailed information about Google Pay transaction limits per day in 2024 for 143 different banks across India

Related Read: What are Payment Banks? Features & List of Payments Banks

Google Pay Transaction Limits for Initial Public Offering (IPO) and Retail Direct Scheme (RDS)

As per NPCI guidelines from December 2021, the Google Pay transaction limit for Initial Public Offering (IPO) and Retail Direct Scheme (RDS) is ₹5 lakh.

Google Pay limit for Peer to Merchant (P2M) Transactions

Businesses can experience issues when they want to accept multiple transfers or payments in huge amounts during the day.

While the maximum amount for Peer to Peer (P2P) transactions and most merchant payments is ₹1 lakh daily, for some Payment to Merchant (P2M) transactions such as credit card payments, loan repayments, and transactions in relation to capital markets, the limit is ₹2 Lakhs.

Razorpay UPI payment gateway helps merchants accept and disburse UPI payments seamlessly and cost effectively in such transaction limitations. This is especially useful as UPI has become the preferred mode of payments and is expected to reach ₹1 billion in daily transactions by FY 2026-27 as per a June 2023 PWC Study.

Related Read: What is Split Payment, And How Does it Work?

Google Pay as a Payment Method for Customers

Offering Google pay and other UPI apps is possible with Razorpay with the easiest integrations and multiple options like standard or custom checkout

Payment reconciliation is another important option, which is about cross-checking every payment transaction to deep dive into expense and profits. This can be done through the comprehensive dashboard of a payment gateway. The dashboard provides transaction details, analytics data and the flexibility to create custom reports based on the filtered data.

  Related Read: How To Make UPI Payment Without Internet?

How to Increase Google Pay Limit?

The customer has to contact their bank and request to increase their limit. The bank will review the customer’s account activity to approve the higher limit.

These are the following steps to increase Google pay transaction limit:

• Verify your identity by providing necessary information and documentation.
• Link a bank account to your Google Pay account.
• Request a limit increase through the GPay app or website.
• A google representative will help you with the same

Related Read: What is the SBI UPI Transaction Limit Per Day?

Request a credit limit increase on Google Pay

To increase your credit limit or request your current credit limit, contact Google pay by:

• Replying to the credit limit warning email you received when you exceed the transfer or credit limit in a day. This email is sent if you are a verified payment user and have opted in to receive emails related to your payments
• Contact your Google representative

Google pay credit team reviews each request on a case-by-case basis. You may be asked for more documentation such as:

You will be notified if Google fulfils your request, and your credit limit is increased

Note that the process may vary depending on your country and the policies of Google Pay and the bank you are associated with.

Related Read: What To Do If Your Google Pay Transaction Fails: How To Fix Payment Problems?

Conclusion

Understanding the GPay transaction limits per day is essential for users to effectively manage their financial transactions and avoid any potential issues or delays. By following the guidelines and procedures set by GPay and the financial institutions involved, users can enjoy the convenience of digital transactions while keeping their finances safe and secure.

Frequently Asked Questions:

1. is there daily limit on google pay?

Yes, the daily limit on money transfers on Google Pay is ₹1 lakh. You can request a maximum limit of ₹2000 in a day via UPI. The limit varies based on the country and the user’s account, and it can be checked in the app settings.

2. Can I transfer 50000 through GPay?

Yes, you can transfer ₹50,000 through GPay in India. However, it’s recommended to check your individual transaction limit with your bank or the Google Pay app.

3. How do I Increase my daily limit on GPay?

Customers can increase their Google Pay transaction limit by contacting their bank and requesting a limit increase. The bank will review the customer’s financial activity and evaluate their profile to determine if the GPay limit can be increased.

4. What is google pay limit for SBI?

SBI had set a maximum daily limit of ₹1 lakh for fund transfer through Google Pay.

5. What is google pay limit for HDFC bank?

HDFC Bank had set a maximum daily limit of ₹1 lakh for fund transfer through Google Pay.

6. Can I transfer 2 lakh through Google Pay?

As per the limit set by the National Payments Corporation of India (NPCI), you cannot transfer more than ₹1 Lakh through Google pay. Also, the number of transactions per day is capped at 10 times in a single day across all UPI apps.

7. Why is my Google pay limit 5000 per day?

If you are a first time UPI user or have changed your phone, mobile number or UPI PIN, you can transfer only ₹5000 for the first 24 hours. Post 24 hours Google pay allows you to send up to ₹1 lakh in one day.

The post What are Google Pay Transaction Limits in 2024? Updated GPay Limit Per Day appeared first on Razorpay Learn.

Admit it, that we have all come across such scenarios. Be it travel and ticketing, banking, or e-commerce portals, we have all landed on websites that have too much information, leaving us more confused about where to find what we are looking for.

A research paper published by Chao Liu and colleagues from the Microsoft Research team suggests that the average user spends between 10 and 20 seconds on a webpage to find information. Any number above that probably means that the website offers a near-excellent value proposition.

So, how do we deliver a ‘wow experience’ to users who spend as little as 10 seconds on our website? While a lot of this is to be addressed by the design, colour themes, and layout of the website, there are also other areas that can be looked at. So, is there really a way we can answer our user’s questions, and provide the information that they came looking for in ‘just-a-click’?

Yes, with a Chatbot.

What is a Chatbot?

Chatbots are computer programs designed to simulate human conversation. They use artificial intelligence (AI) and natural language processing (NLP) to understand and respond to user queries in a conversational manner.

The use of chatbots has become increasingly popular in recent years, with many companies using them as a means of interacting with customers and providing 24/7 support. In this article, we will discuss the history, types, benefits, and limitations of chatbots.

Is this a recent phenomenon?

Chatbots have been around for over half a century. The first chatbot, called ELIZA, was created by MIT professor Joseph Weizenbaum in 1966. ELIZA was designed to simulate a psychotherapist and was capable of engaging in a basic conversation with users. Since then, chatbots have evolved significantly, and today they are capable of providing a wide range of services, including customer support, sales, and even personal assistance.

How do they work?

There are two main types of chatbots: rule-based and AI-based. Rule-based chatbots are programmed to respond to specific keywords or phrases. For example, a rule-based chatbot for a pizza restaurant may be programmed to respond to queries about menu items, prices, and delivery times. Rule-based chatbots are limited in their capabilities and can only respond to predetermined inputs.

AI-based chatbots, on the other hand, use natural language processing (NLP) to understand and respond to user queries in a conversational manner. These chatbots are trained using machine learning algorithms and can learn from past interactions with users to improve their responses over time. AI-based chatbots are much more sophisticated than rule-based chatbots and are capable of providing a wide range of services.

How can they benefit my organisation?

There are several benefits of using chatbots, including:

1. Improved customer service: Chatbots can provide 24/7 support, allowing customers to get the assistance they need at any time.
2. Increased efficiency: Chatbots can handle multiple customer queries at once, freeing up human agents to focus on more complex tasks.
3. Cost-effective: Chatbots can be more cost-effective than human agents, as they can handle a large volume of queries without requiring additional staff.
4. Personalisation: AI-based chatbots can learn from past interactions with customers and provide personalized recommendations and solutions.
5. Scalability: Chatbots can handle an unlimited number of users simultaneously, making them an ideal solution for businesses with a large customer base.

Oh! Is this a one-time investment that requires no maintenance?

No, not really! While chatbots have many benefits, they also have some limitations.

First of all, they have limited capabilities. Particularly true with rule-based chatbots that can only respond to predetermined inputs, and is almost useless when queried on any term that is not a part of its database. AI-based chatbots, although a little more engaging than rule-based chatbots, can only respond to queries they have been trained on.

Chatbots are also incapable of handling complex queries. Chatbots may struggle with complex queries that require human-level reasoning and problem-solving skills.

One major drawback is that chatbots lack human emotions and may struggle to provide the same level of empathy and understanding as human agents would. Chatbots definitely require periodic maintenance and training to ensure they are providing accurate and up-to-date information to users. Chatbots collect and store user data, which may raise privacy concerns for some users.

Who can use chatbots?

Chatbots can be used in a wide range of applications, including:

Customer support: Chatbots can provide 24/7 support to customers, answering common queries and providing solutions to common problems.

Sales: Chatbots can be used to guide customers through the sales process, providing product recommendations and answering questions about products.

Personal assistance: Chatbots can be used as personal assistants, helping users with tasks such as scheduling appointments and setting reminders.

Education: Chatbots can serve as a huge repository of information for students and teachers, alike.

Conclusion

‘Customer Satisfaction’ is history. In the present day, organisations are striving for what is called ‘Customer Delight’. Gone are those days when users would patiently (or impatiently!) wait for a ‘Support Agent’ to join the chat or call to have their issues resolved. Such lax now will hurt your customer base. Why not use AI to our advantage here? According to a paper published by IBM about chatbots, chatbots can be used to answer more than 80% of a user’s routine questions, cutting customer service costs by more than 30%. This also means that a customer whose query has been satisfactorily answered is more likely to give a positive review. No surprise then – a research has indicated that websites with an integrated chatbot have scored an average of 82% satisfaction rate, as per the latest B2B chatbot stats.

With so much data available about its effectiveness, no wonder companies are investing in chatbots to up their game. From real estate to furniture recommendations, chatbots are being used to answer common customer queries easily.

We, at Razorpay have realised the potential and now, there is a dedicated team working to put this together. Watch this space, we will bring the Razorpay Chatbot story in the near future.

The post The advent of Chatbots appeared first on Razorpay Learn.

Nobody Wants to Read

We cracked it using Integration Videos

We wanted to help the developers have seamless integration without raising support tickets, waiting for the integration teams to connect back to them, and solving their queries over long calls. We also wanted to reduce the vast volume of integration tickets that were increasingly challenging with more and more merchants signing up for Razorpay.

We realised that although we have integrations documented, they are long, complex, and tedious. 

What could we do to keep the developers engaged and interested in the complex integration processes?

We interviewed a few developers from the merchants’ side and understood what information they look for while doing integrations and can make it engaging. Most of the developers wanted videos, which explained the process end-to-end. We said, “Yes, Boss!”.

Creating integration videos

Creating the integration videos was quite complex. It involved participation and involvement with multiple teams, identifying the best video creation tool, multi-step video creation process, and rigorous review cycles.

• Collaboration and planning: The Integrations team collaborated with the Razorpay Technical Writing team and came up with a plan to create integration videos. We identified SMEs and reviewers who would support the Technical Writing team in making these videos.
• Identifying the best tool: The Technical Writing team then evaluated a few video creation tools such as Adobe Captivate, Filmora,  Final Cut Pro, Animaker, and finalised Techsmith Camtasia as the best fit for our use case.
• Video creation process: This is a multi-step process.
• Setting up the environment for simulation: Installing all the required applications, tools, and packages to simulate the integration process. This was different for each video
• Storyboarding: Creating a story for presenting the video
• Screen Recording: Recording the process step-by-step
• Adding Captions: Adding captions and text slides
• Writing Script: Writing the script for the voice-over
• Voice Recording: Voice recording of the script required multiple takes and fine-tuning to eliminate the background noise
• Reviews: Multiple reviews by the integration engineer, SME, and editor ensured content accuracy. After rigorous technical reviews, video quality checks, multiple iterations, blockers, and a few hiccups, we published 3 videos in 6 weeks!

Improved developer experience and reduced tickets

The results were overwhelming. The integrations team reported a reduction in integration tickets by more than 50%!

With our first 3 integration videos, we recorded a decrease in integration tickets by more than 50%! We created more videos and received similar results. We were elated to hear that the developers super-liked our efforts.

Example: 

• Integrating Razorpay with React Native Android App 

https://www.youtube.com/watch?v=TCRHqz4Hh5Q

Published on 16 December 2020, received more than 8K views, and developers love it!

• Integrating Razorpay on Flutter App

https://www.youtube.com/watch?v=pakLL37M6KI

Published on 16 December 2020, this received around 14K  views, and developers are finding it helpful.

• Integrating Razorpay on HTML and JS Websites

https://youtu.be/SFHbcs-lSio

Published on 11 June 2021, received more than 33K views.

We started publishing videos faster with improved processes, techniques, and better expertise. We posted the set of entire integration videos – 29 of them by December 2022. It was a year-long project where the team had to, at times, shift focus to other important tasks and put video creation on hold, but we did not stop!

http://https://giphy.com/gifs/snl-saturday-night-live-season-46-Sculsk7YRnRpvMZrR3

What next?

We found impressive results with the integration videos. But now, we also must ensure that the videos are up-to-date. With the pace at which technologies and products change, we should be up on our toes. We are ready to bring the next version of the videos, crisper, better coverage of the process, and more engaging.

Our Learnings

• When in doubt, talk to the users and find out what they want.
• Never shy away from taking up complex tasks. 
• Collaboration and planning make complex tasks easy.
• Take smaller steps, measure, and spread your wings.
• Track, be up-to-date.

Check our integration videos today!

Integration Videos Playlist: https://www.youtube.com/playlist?list=PLQWuy5G1gIOoSr5Lo1Y12dXB8JbPOvfVR

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