About Hamyab24
Hamyab24 is a product of the knowledge-based company Saina Pardazesh Gostar-e Shargh. The platform helps people check and track stolen or lost phones, tablets, and laptops. Working with mobile operators, trade associations, and police stations across the country, it makes the device-recovery process easier for users.
In addition to tracking services, the platform lets users simultaneously check a device's registration status and whether it has been reported stolen. It therefore plays an important role in reducing the trade in stolen goods across the country.
In this conversation, we spoke with Kosar Farnoosh, Hamyab24's Support and Sales Team Lead, about the team's experience with Raychat.
Challenges and solutionWhat challenges did you face before using Raychat?
Hamyab24's users face circumstances that differ from those of many other online businesses.
Most have lost a phone or laptop or have been the victim of theft. As a result, they are often highly stressed and sensitive when contacting the support team.
In these circumstances, fast responses, reliable communication, and the ability to follow up on requests become especially important.
Another of the Hamyab24 team's original goals was to reduce the volume of phone calls and create a channel capable of handling every user request without disruption.
Why Raychat?Which criteria mattered most when you evaluated the available options?
Hamyab24's product manager led the selection process, but Raychat's analytics and reporting capabilities were the most important factors in the final decision.
According to the Hamyab24 team, features such as:
- Statistical reports
- Complete conversation history
- Agent performance reports
- Analytical charts
- Customer satisfaction score (CSAT)
These capabilities allowed the team to evaluate performance against KPIs—something many alternative solutions could not provide.
The experience of using RaychatWhat was the setup and deployment process like?
Today, Hamyab24's support team uses Raychat with 9 regular agents and up to 12 agents during peak periods.
According to Kosar Farnoosh, installation and setup were very straightforward, and agents learned to use the software in a short time.
Her only suggested improvement concerns the multiple paths available for certain administrative settings, such as adding a new agent. Because these occasional tasks can be completed from several different sections, managers may forget which path to use.
The most important outcomesWhat have been the most important results since adopting Raychat?
Although Hamyab24 does not currently have exact figures for the reduction in incoming calls, it has achieved several other important outcomes.
The most important has been creating a fast, reliable, two-way connection with users.
In the past, communication channels such as SMS and email sometimes involved delays or delivery failures. Raychat, however, has created a smooth and dependable link between users and the support team.
This direct connection allows the Hamyab24 team to receive users' needs, suggestions, and feedback without an intermediary and apply those insights to product development.
The company considers this one of the most valuable outcomes of using Raychat.
More than a conversation and support panel
Another strength Hamyab24 highlights is the quality of Raychat's product education.
Raychat's training videos proved so practical that Hamyab24 used them as a model when producing tutorials for its own product.
Alongside these resources, the Raychat support team has consistently been another strength of the partnership.
Whenever we have had a problem, the Raychat support team has stayed with us and followed it through until we reached a resolution.
Suggestions for the future
Hamyab24 considers Raychat a comprehensive product and believes its current capabilities address many of the organization's needs.
One suggestion for future development is the ability to upload a frequently asked questions (FAQ) file as an input for artificial intelligence, making the intelligent assistant faster and easier to train and deploy. We promised our friends at Hamyab24 that they would have access to this capability within no more than one week of the interview and would be able to start using it.
The team also wanted to view and analyze incoming chat statistics by website page so it could evaluate user behavior on each page more precisely and identify opportunities to improve the customer experience.
Raychat has long offered this capability under the name “Customer Journey Map.” It gives businesses a clear view of how users move through their websites. This project's experience may indicate that this valuable feature would benefit from greater visibility and more educational content.
With the Customer Journey Map, Raychat users can track a visitor's activity across website pages, see when that person entered each page, and how long they remained there. This data offers a precise picture of real user behavior, helping sales and support teams anticipate customer needs before they are voiced and stay one step ahead.
The result of a successful partnership
For Hamyab24, Raychat has been more than an online chat tool; it has provided a dependable connection with users seeking help in sensitive circumstances.
Besides improving response quality, this direct relationship has enabled the team to receive genuine user feedback and continuously improve its services.