Engagement & Retention project | INDmoney

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Engagement & Retention project | INDmoney

Understand Your Product

First things first - What is INDmoney all about?

INDmoney is an all-in-one "super money app" which aims to simplify financial management for Indian users by offering a comprehensive platform for tracking, investing, and growing wealth.

Founded in 2019 by Ashish Kashyap, a serial entrepreneur who previously founded the Ibibo Group and PayU India
# Users - 1 crore+

Features and Core Value Prop

🆓 Free Account with zero maintenance charges

🏅Invest in stocks, MFs, ETFs, FDs - all from one place

🤏Start small, build a habit - SIP in stocks with as low as Rs. 10

🌎Invest in US stocks as easy as 1, 2, 3...

🤑Track your net worth and achieve all your investment goals!

What are the users saying [gathered via user interactions(Primary Research) and external platforms(Secondary Research)- App store/Play store, Reddit etc.]

What do they like 😀	What do they don't like 😡
User-Friendly Interface Many users praise INDmoney's intuitive and easy-to-use interface. The app is described as clean, seamless, and offering a flawless experience. The ability to manage stocks, mutual funds, credit cards, and SIPs on a single platform is seen as a major advantage Free Features Many users appreciate that INDmoney offers a free demat account, personalized insights, and alerts on companies and markets.	Technical Issues Some users have reported technical problems, such as funds not reflecting correctly in their accounts or orders not executing properly. These issues have caused frustration and concern among some investors. Customer Support There have been complaints about the responsiveness and effectiveness of INDmoney's customer support, with some users reporting difficulties in getting timely resolutions to their issues. Conversion Rates and Fees For users investing in US stocks, there have been concerns about unfavorable conversion rates and fees associated with transferring funds. Source: Reddit Reliability Concerns There have been instances where users experienced issues with order execution and fund reflection, leading to questions about the platform's reliability for serious investors.

What do they like 😀

What do they don't like 😡

User-Friendly Interface
Many users praise INDmoney's intuitive and easy-to-use interface.
The app is described as clean, seamless, and offering a flawless experience.
The ability to manage stocks, mutual funds, credit cards, and SIPs on a single platform is seen as a major advantage
Free Features
Many users appreciate that INDmoney offers a free demat account, personalized insights, and alerts on companies and markets.

Technical Issues
Some users have reported technical problems, such as funds not reflecting correctly in their accounts or orders not executing properly.
These issues have caused frustration and concern among some investors.
Customer Support
There have been complaints about the responsiveness and effectiveness of INDmoney's customer support, with some users reporting difficulties in getting timely resolutions to their issues.
Conversion Rates and Fees
For users investing in US stocks, there have been concerns about unfavorable conversion rates and fees associated with transferring funds. Source: Reddit
Reliability Concerns
There have been instances where users experienced issues with order execution and fund reflection, leading to questions about the platform's reliability for serious investors.

Overall, INDmoney appears to be a popular choice for users seeking a comprehensive financial management tool, particularly for those interested in US stock investing. However, concerns about data privacy, customer support, and occasional technical issues are notable drawbacks mentioned by users across various platforms.

Understanding Core Value Proposition

For young, tech-savvy Indian professionals who want to simplify their financial management and grow their wealth, INDmoney is an all-in-one super finance app that provides comprehensive tracking, investing, and wealth management tools in a single, user-friendly platform.

Active Users for INDmoney

Active User = Someone who has invested at least once per month or has actively linked at least one investment asset per month.

Natural Frequency & Engagement Framework

The natural frequency of INDmoney is Monthly - Why? Considering salaried professionals as the primary target segment(all ICPs), the need to invest/track would naturally be once a month around the time when the salary is credited (Use case of active investments or tracking passive investments).

Engagement framework / How to target - Breadth is the appropriate framework for INDmoney since the more the users engage with a product feature that simplifies investment decision-making for them > The more confidence they will get in making their next investment move >In turn, they will invest more in one or multiple asset classes via the app (CVP) > Increased user engagement & revenue for INDmoney 💰

Customer Segmentation

🎯WHO TO TARGET - Basis use-case vs frequency framework, we can say that active investors can be segmented into core, power & casual users as follows:

Parameter	Casual 😏	Core 👌	Power 💪
Natural Frequency	1/Month	2-4/Month	>1/Week
OR
CVP being utilised <> Commitment with the product in terms of money being distributed across different assets	Invested in 1 instrument/Using only tracking features	Invested in 2 instruments + using tracking features	Invested in >2 instruments + using tracking features
Level of engagement	Low	Med	High
🙅 Not considering MONEY as a parameter here since it depends on the investment capacity of an individual > A casual user can be investing Rs.1 lakh per month only on Mutual funds once a month vs a power user can be actively investing ~50k but diversified their investments in different assets across US stocks, MF, deposits etc.

Ideal Customer Profiles for INDmoney 🤑

Criteria	ICP1	ICP2	ICP3	ICP4

Name	The Experienced Millennial	First Time Investor	The Family Planners	Affluent Investors
Description	Professionals who are in the early stages of their career	Fresh graduates or early career professionals	Young parents or couples planning to start a family	Mid- to senior-level professionals or entrepreneurs
Demographics & Social Characteristics
Age	25-30	22-28	30-40	28-50
Income level	₹10-20 lakhs p.a.	₹6-12 lakhs p.a.	₹20-40 lakhs p.a. family income	₹20+ lakhs p.a.
Demographics	Urban areas, particularly in Tier 1	Mix of both Tier 1 & 2	Urban areas, particularly in Tier 1	Tier 1
Where do they spend time	LinkedIn, Instagram, YouTube	Instagram, TikTok, YouTube	Facebook, Instagram, Pinterest, LinkedIn	Instagram, LinkedIn, Twitter, Bloomberg, CNBC
Interests	Financial independence, tech, fitness	Side hustles, personal growth, tech	Family planning, real estate, fitness	Luxury, travel, business, estate
Other characteristics	Mid career May/May not have a family	Early career No dependents	Mid-Advanced career Have a family or kids	Mid career May/May not have kids
Investment Characteristics
Investment Knowledge/Experience	Basic to Intermediate	Novice to Beginner	Intermediate to Advanced	Intermediate to Advanced
Major decision factors/Levers	Financial news, Finfluencers, Peer recommendations, Desk research	Finfluencers, Social media, Word of mouth	Word of mouth/ Peer recommendation, Finfluencers	Financial news/articles, Desk research, Peer recommendations
Current apps used for investments	Groww, Zerodha, Upstox	Zerodha, Groww, Paytm Money	ET Money, Groww, Zerodha	HDFC Securities, Zerodha, Groww
Investment goal/motivation	Wealth building, early retirement	Start investing, long-term growth	Secure kids’ future, home ownership	Retirement, wealth preservation
Preferred Investment Assets	Stocks, Mutual Funds, SIPs	Mutual Funds, SIPs, ETFs	Mutual Fund, SIPs, Real Estate, Gold, FD	US Stocks, Indian Stocks, Deposits, Real Estate, Bonds, Gold
Primary Need	Simple, intuitive investment tracking	Easy onboarding, educational tools	Family joint planning, tax-saving tools	Advanced wealth management, diversification
Pain Point	Time constraints, investment confusion Overwhelmed by multiple investment apps - difficult to maintain and track investments across multiple assets and apps	Overwhelm from investment complexity, fear of loss, lack of guidance Don't know where and how to start	Difficulty in managing family finances (goals and expenses), tax-saving, coordinating joint investments with spouse. Need portfolio analysis at family level	Time constraints, complex wealth management, tax optimization KYC hassle for opening a new US investment a/c
Features they're looking for	Easy-to-use interface, automated portfolio tracking, low-cost solutions	Educational content, risk management, easy-to-understand portfolios	Family budget management, tax optimization, joint accounts, goal tracking	Advanced investment options, tax-saving strategies, wealth diversification, Transparency Fractional share investing Live stock/ETF investing with information Stock/ETF SIP Secure Transparency in fees and where your money is kept
Solution	Simple investment management, automated recommendations, financial literacy tools	Beginner-friendly tools, bite-sized financial education, low-risk options	Family account management, family-oriented investment solutions, tax-efficient planning tools, financial goal-based advice	Advanced portfolio management, tax optimization, personalized financial goal-based advice
Marketing Pitch	"Invest smart, grow wealth effortlessly, even with a busy schedule."	"Start your investing journey with confidence—easy, fun, and educational."	"Build wealth together, secure your family's future with a seamless financial plan."	"Maximize your wealth with tailored solutions, tax strategies, and premium services."
Perceived Value of Brand	Convenience, and prefers affordable options, but willing to invest in ease of use	Educational content, simplicity, and low-risk options	Joint financial management and security-focused features	Premium value, associated with personalized advice, exclusive tools, and diversified wealth management options
Willingness to switch & what will make them switch	High readiness, open to tech-driven solutions & appreciates clear benefits and ease of use	High readiness, highly open to educational, low-risk, user-friendly solutions	Medium-high readiness, open to innovative solutions that align with family-centric financial goals	Low-medium readiness, prefers proven, high-value solutions but open to innovative wealth management & diversification tools
Money/Time > Money	Med	Low	Med	High

Approach for selecting ICPs (MECE)

Already invested
1. Invested in only one asset type via one app >
2. 1. Responsibility for family > No > No need/motivation to shift platform unless loss of trust
  2. Responsibility for family > Yes > Track money for family and set goals > FAMILY PLANNERS - ICP3
3. Invested in more than one asset type via one app >
4. 1. Active/Exploring new ways to invest in new asset classes > SUPER MONEY APP + PORTFOLIO TRACKING(SECONDARY) - ICP1 & ICP4
  2. Passive/Non-explorer > No need/motivation to shift platform unless loss of trust
5. Invested in more than one asset type via multiple apps > SUPER MONEY APP + PORTFOLIO TRACKING(SECONDARY) - ICP1 & ICP4
Not invested > NEW INVESTOR - ICP2Cutting across - People who specifically want to invest in US/Global market - ICP4

ICP Prioritization

Criteria	Adoption Rate	Appetite to invest/transact	Frequency of Usage	Distribution Potential	TAM (Users)
ICP 1 - The Experienced Millennial	High	Med	High	High	High
ICP 2 - First Time Investor	Med	Low	Med	Med	High
ICP 3 - The Family Planners	Med	Low - Med (Juggling family expenses)	Med	Med	Med
ICP 4 - Affluent Investors	Med	High	Med	Low	Med

From the ICP Prioritization Framework, ICP1 clearly stands out and out of the rest, we can see that ICP4 should be focused upon as well since their appetite to transact is on the higher end and money being a crucial factor for a financial investment app. Both also have a very strong use case of the product. Bingo!

Product hook and engagement campaigns

Leveraging BREADTH as the engagement framework - The more the users use a product feature that simplifies investment decision-making for them > The more confidence they will get >In turn, they will invest more in one or multiple asset classes via the app > Increased user engagement & revenue for INDmoney 💰

🎯 Goal

To simplify investment decision-making for users, transitioning them from Casual users → Core users → Power users by new feature development of AI-driven personalized investment recommendations with one-tap execution.

🚨 Problem Statement

Many INDmoney users hesitate to invest in multiple assets due to:

Decision paralysis: Too many investment options create confusion.
Lack of knowledge: They don't know which asset suits their financial goals. Users open the app but don't take action due to lack of confidence.
Risk perception: Users fear losses and need guidance on safe diversification.

🔄 Current Alternatives

DIY Research via blogs, YouTube, or financial advisors.
Competitor Apps like Zerodha, Groww, and Kuvera that offer asset discovery but lack AI-driven personalization.
Trusting Friends/Influencers for investment recommendations.

Problems with Alternatives:

Time-consuming & overwhelming.
Generic, non-personalized advice.
No integrated execution & tracking.

🚀Here comes our solution - "INDmoney - Paisa Buddy" 🚀

Hook - "Your AI-powered personal investment advisor—simplifying your next financial move in just one tap!"

How It Helps Users Make Investment Decisions Easily

Many users hesitate before investing due to lack of clarity, overwhelming options, and fear of risk. The Wealth Navigator solves this by offering:
✅ AI-powered, real-time investment recommendations based on user behavior, goals, and market trends.
✅ Simplified, one-tap investment flows that reduce decision paralysis.
✅ Scenario-based simulations to help users visualize potential returns across different asset classes.

Feature Breakdown

1. "Smart Suggestions" for Portfolio Expansion

AI-driven hyper-personalized investment recommendations based on:
- Past investments
- Market conditions
- User goals
- Risk appetite
Example: "You've invested in Indian equities. Adding a global ETF can balance your portfolio—get started with ₹5,000!"

📌 User Action: One-tap "Invest Now" button with a pre-selected amount & rationale.

2. "What-If" Investment Simulator

Users can enter an investment amount, and the tool forecasts potential returns across different asset classes.
Example: "If you invest ₹10,000 in US Stocks today, you could earn ₹12,500 in 3 years (7.5% CAGR)!"

📌 User Action: Compare multiple assets & make informed decisions instantly.

3. "Smart Alerts" for Timely Investments

Instant alerts when:
- A stock they follow hits a target price.
- A market dip/global news or event presents a buying opportunity.
- An upcoming IPO or fund is aligned with their past investments.

📌 User Action: Tap to invest instantly without deep research.

4. "Investment Readiness Score/Portfolio Health Report"

AI scores users on their investment behavior, nudging them towards diversification.
Example:
- "Your portfolio score is 65/100. Adding a debt fund can improve balance—here’s a recommendation!"

📌 User Action: Click to optimize portfolio in real time.

5. "INDmoney Expert AI Chat"

AI-powered conversational assistant that answers investment queries like:
- "Should I invest in Gold vs. US Stocks?"
- "How much SIP should I do for ₹1 Cr in 10 years?"
Uses real-time market insights to give actionable, personalized answers.

📌 User Action: Get instant insights & invest based on AI-backed responses subject to regulations.

Why This Works as a Hook

🔹 Reduces decision fatigue → Makes investing intuitive & effortless.
🔹 Leverages AI personalization → Each recommendation is unique to the user.
🔹 Encourages action, not just browsing → Clear CTAs with instant investment flows.
🔹 Gamifies portfolio optimization → Nudges users towards becoming power investors.

🎯 Metrics to Track

1️⃣ Adoption Metrics

% of users engaging with Wealth Navigator.
Click-through rate on AI recommendations.

2️⃣ Investment Behavior Metrics

% increase in multi-asset investors.
Average investment per user before vs. after using Wealth Navigator.

3️⃣ User Retention & Activation

Monthly Active Users (MAU) engaging with the feature.
% of dormant users reactivated through recommendations.

4️⃣ Monetization Metrics

Increase in transaction volume via INDmoney.
% of Wealth Navigator users opting for premium features (if applicable).

📈 Ramp-Up Milestones

🚀 Phase 1 (Beta - Month 1-2)

Launch MVP with AI-driven asset recommendations.
A/B test different UI versions to optimize engagement.
Collect feedback from early adopters.

⚡ Phase 2 (Expansion - Month 3-6)
✅ Introduce scenario-based return simulations to improve decision-making.
✅ Add Smart Alerts for real-time investment opportunities.
✅ Partner with financial influencers for education-driven engagement.

🔥 Phase 3 (Scaling - Month 6-12)
✅ Optimize AI personalization to refine user recommendations.
✅ Launch gamification & rewards to increase repeat investments.
✅ Integrate community features (user Q&A, expert insights).

Using complimentary engagement campaigns, we will focus on the transition of users from App install > Casual > Core > Power users!

Campaign Parameters	Campaign 1 - Launch of the product hook (Paisa Buddy)	Campaign 2 - "Expand Your Wealth" Challenge (Gamification Campaign)	Campaign 3 - "Power Portfolio" Personalized Recommendations	Campaign 4 - "Portfolio Growth Days" (Limited-Time Flash Campaign)	Campaign 5 - "Super Investor Streaks" (Gamification + Habit Formation)
Target user segment	Casual Investors: Users who have invested in only one asset OR have low usage frequency Core Users: Users investing in two assets but hesitant to diversify further OR have medium frequency Inactive Users: Users who opened an account but never made an investment.	Casual users who have invested in only one asset class (e.g., Mutual Funds or US Stocks).	Core users (2 asset classes) who haven’t expanded to more / have medium engagement.	Users with a stagnant portfolio (no new investments in 45+ days).	Casual & Core users who invest sporadically.
Goal of the campaign	Drive awareness and adoption of Paisa Buddy as the go-to investment assistant. Convert single-asset investors → multi-asset investors. Increase portfolio diversification & engagement on INDmoney.	Encourage users to explore a second asset class (e.g., Gold, Bonds etc.).	Encourage users to become power users by investing in their next asset class.	Reactivate less active users by incentivizing portfolio growth.	Build consistent investment habits to increase retention.
Pitch/Content	"Smart Investing, Made Simple!" Hook: “Struggling to decide your next investment? Let AI guide you!” Value Prop: “Wealth Navigator analyzes your portfolio & gives you personalized, AI-driven investment recommendations—so you don’t have to guess.” Social Proof: “90% of investors diversify in just one tap.”	"Smart investors diversify! You’ve started strong—now take the next step to maximize your wealth with another investment class. when you invest in a new asset."	"Your portfolio is growing—now let’s optimize it! Based on your investments, we recommend diversifying into (personalized asset suggestion: REITs, Gold, ETFs, Bonds, etc.) to boost returns and reduce risk."	"Your portfolio has been waiting! This week only, unlock a special bonus when you grow your investments!"	"Consistent investors see the best returns! Build your streak—invest for 3 consecutive months and win exclusive perks!"
Offer	Early Access Perks: First 10,000 users get free insights/premium reports on trending stocks & ETFs.	NA	Any US stock worth Rs. 100 investment credit for first-time investment in a third asset. Free portfolio risk analysis report after 3-asset diversification.	Instant ₹500 cashback when investing ₹25,000+ across 2+ asset classes. Exclusive market insights for top investors who participate.	Exclusive access to investment masterclasses for users completing a 3-month streak.
Frequency & Timing	📅 Pre-Launch (2 weeks prior): Teasers on social media, email, and push notifications ("Something big is coming!"). 🚀 Launch Week: Daily in-app popups & push notifications. Email sequences highlighting user success stories. Interactive IG Reels/Twitter Threads showing the AI in action. 🔁 Post-Launch (Ongoing for 2 months): Weekly reminders for users who engaged but didn’t invest. Bi-weekly educational webinars with experts ("How to maximize Paisa Buddy")	Triggered campaign after 15 days of single-asset investment. Reminder emails & push notifications every 7 days until the user takes action.	Weekly personalized email + push notifications based on investment behavior. Triggered notifications if the user visits a new asset page but doesn’t invest.	3-day campaign every quarter, targeting dormant users. Daily countdown notifications to create urgency.	Monthly progress tracking notification ("You're on a 2-month streak! Just 1 more month to win rewards!"). Weekly reminders on potential opportunities.
Success Metrics	✅ Feature Adoption Rate – % of users engaging with Paisa Buddy. ✅ Investment Conversion Rate – % of users who invest after seeing recommendations. ✅ Portfolio Expansion Rate – % of single-asset investors adding a multi-asset. ✅ Retention Rate – Increase in Monthly Active Users (MAU) engaging with investment tools.	Conversion rate from casual to core users.	Conversion rate from core to power users.	% of dormant users reactivating investments. Portfolio growth from the campaign.	% of users maintaining 3-month investment streaks. Average number of investment transactions per user.

Retention design

Retention for INDmoney 💸>

Retention is a function of below user parameters:

More the awareness and knowledge of different financial instruments > More inclination towards investments, portfolio management and diversification > hence aligned to CVP(super money app for all things money)
Age > 28-50
Acquisition Channels > Referrals since trust is paramount in dealing with financial instruments
Product features > US stocks[Since Vested is the only other platform which provides this, there would be higher chances of retaining such customers], Tracking new assets[Implies that user is inclined towards tracking their portfolio and this is a differentiating feature for INDmoney]

Top reasons for churn

Definition of churn > User who has done ANY of the core actions below and has no longer done any in the last X months:

Transaction > Has done at least one successful order on the app since inception
Tracking > Has done at least one user-initiated asset linking since inception

Reasons	Impact	Frequency	Source - Sample reviews on App store and Play store, Forums etc.	Voluntary	Involuntary
Technical glitches and app performance issues Frequent app crashes, freezing, and login/logout issues. Errors during critical actions such as KYC, withdrawals, and fund transfers.	Glitches disrupt user workflows, particularly for time-sensitive activities like trading, causing frustration and financial loss.	High		✅
Dissatisfaction with customer service Delayed or no responses to user complaints. Lack of actionable resolutions despite repeated follow-ups. Inaccessible customer support with limited communication channels.	Unresolved queries erode user trust and deter long-term engagement with the platform.	High		✅
Transaction and Data Accuracy Issues Delays in fund transfers (e.g., US stock wallets, withdrawals). Incorrect or inconsistent investment data, such as ETF prices, SIP values, or profit/loss figures. Unauthorized actions like canceled trades or unexplained deductions.	Errors in financial data undermine the app’s credibility, leading users to question its reliability.	High	https://tradingqna.com/t/how-legit-is-indmoney/127624	✅
Challenges in onboarding and difficulty in KYC process Errors in video KYC processes and prolonged account activation times. Repeated failures in Federal Bank account creation. Confusion around inconsistent data requirements during onboarding.	Difficult onboarding discourages new users from completing registrations, reducing potential user acquisition.	Med		✅
Privacy and trust concerns Perceived hidden charges (e.g., high forex fees, dynamic platform fees, and high brokerage rates). Spam calls and messages, raising privacy concerns.	Trust issues significantly increase churn as users seek more transparent alternatives.	Med	https://www.reddit.com/r/IndianStockMarket/comments/1891mqk/is_ind_money_app_a_scam/	✅
Complex UI/Unclear Navigation		Med-Low		✅
Money withdrawal issues		Med-Low	https://www.reddit.com/r/IndiaInvestments/comments/qwk8sb/unethical_unprofessional_experience_from/	✅
Moved outside India - Don't have time or don't want to invest in Indian equity		Low			✅
Pricing/charges better for competitor		Low			✅
No longer have money/time to invest like on a break/higher education/new expenses or EMIs		Low			✅
Market un-stability/increased volatility		Med(Hypothesis)	Macro factors + Beginners may panic and stop using		✅

Design resurrection campaigns

Resurrection Campaigns 🤗 >

	Campaign 1	Campaign 2	Campaign 3
Target Reason for Churn	Unsatisfied Customer Support Experience	Technical glitches and app performance issues	Challenges in onboarding and difficulty in KYC process
Target "At-risk" user segment👥	Users who faced issues with customer support in terms of both Effectiveness and Efficacy.	Users who faced app crashes, slow performance, or login/logout issues leading to frustration.	Users struggled with KYC verification, leading to drop-offs in onboarding.
How to identify "At-risk" users	Identified by support tickets(unresolved or low sentiment score) categorization Cancel SIP Revoking account permissions for tracking Reduction in number of transactions	Identified by support tickets(unresolved or low sentiment score) categorization via keywords like "slow", "crash" etc. Users who have reported app crash	Identified by support tickets(unresolved or low sentiment score) categorization Drop off during onboarding journey Visiting help center for information but still not completing onboarding
Approach	Reduce friction	Reduce friction + Incentive	Reduce friction
Pitch 🎯	"Your voice matters! We’ve improved our customer support – faster, smarter, and always there for you."	"The new INDmoney is here – 2x faster, 50% fewer crashes, and a seamless investing experience!"	"Investing should be simple. Complete KYC in 2 minutes and unlock your free ₹250 bonus!"
Offer Construct 🎁	✅ Priority Support Access: Fast-tracked response for returning users. ✅ Resolution Guarantee: "Get your issue resolved in 48 hours or get ₹200 credited for your next investment." ✅ Personalized Support Concierge: Dedicated WhatsApp/Call support for premium users.	✅ ₹100 Cashback for First Investment After Return ✅ Exclusive Preview: Early access to new features (e.g., Smart Alerts, Wealth Navigator) ✅ One-Tap Login Upgrade for hassle-free access	✅ ₹250 Investment Bonus for completing KYC. ✅ One-Tap KYC: Simplified process with auto-fill & guided assistance. ✅ VIP Onboarding Call: Dedicated 1:1 assistance for high-value users.
App/Operational changes ⚙️	🔹 Live Chat & WhatsApp Integration for real-time issue resolution. 🔹 Dedicated 'Support Tracker' in App to monitor ticket progress. 🔹 AI-Driven FAQ Assistant to handle common queries instantly.	🔹 Bug Fix Sprint: Resolve top-reported glitches & crashes. 🔹 Auto-Save Progress Feature: Prevents disruptions due to crashes. 🔹 App Performance Dashboard: Users can see speed improvements & uptime metrics.	🔹 AI-Powered Document Verification – reduces manual review time. 🔹 In-App Video KYC Assistant – guides users step by step. 🔹 Multi-Language Support – Hindi, Tamil, Telugu, Marathi options.
Frequency & Timing 📅	📩 Email & Push Notification: "We’ve Fixed Our Support – Ready to Assist You in 48 Hours!" (Sent 3x over 2 weeks) 📞 Outbound Call to High-Value Users: Personalized check-in and resolution offer.	📩 Push Notification: "INDmoney is now lightning-fast! Ready to invest?" 📧 Email Sequence: 1️⃣ Day 1: "Your investing experience just got smoother!" 2️⃣ Day 3: "Check out the new features built just for you!" 3️⃣ Day 7: "Invest today & enjoy ₹100 cashback – No glitches, only gains!"	📩 Push Notification: "Complete KYC in 2 minutes & get ₹250 for your first investment!" 📧 Email Sequence: 1️⃣ Day 1: "Your INDmoney account is 80% ready – Just 1 step left!" 2️⃣ Day 3: "Get ₹250 Free – Complete KYC in minutes!" 3️⃣ Day 7: "Invest smarter with INDmoney – We’ve made onboarding easier for you!"
Success Metrics 📊	✅ Ratio of resolved tickets /Overall tickets ✅ Avg. # Tickets getting opened per day ✅ TAT for ticket resolution ✅ % users who got a ticket resolved making a transaction within 30 days	✅ % of returning users engaging with the app post-campaign ✅ Avg. # Tickets linked to glitches/crash getting opened per day ✅ % of users who faced crashes before vs. after updates ✅ % of resurrected users completing an investment	✅ % of users completing KYC after campaign ✅ % of KYC-approved users making an investment ✅ % reduction in onboarding drop-offs