Haptik

Assistant Handbook
July 2015

Everyones Personal Assistant

All information here is confidential and property of Haptik, Inc., meant only for the intended
recipient and not authorized to be shared or distributed.
Haptik Inc
Mumbai: Gala No. 8, Vakil Industrial Estate, Goregaon (E), Mumbai 400006
San Francisco: 1999 Green Street # 103, San Francisco, CA - 94123

Table of Contents
What is Haptik? ....................................................................................................................3
What is the selection process? ............................................................................................3
Does Haptik provide any training? ...................................................................................3
How is the performance measured? ....................................................................................4
What are the perks of being an Assistant? .....................................................5
The Ultimate Checklist - Dos and Donts .........................................................................7

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What is Haptik?
Haptik is Everyones Personal Assistant - an army of real people, solving real problems in
real time over chat. We help you get things done in a matter of minutes. So, just outsource
your headache to a Haptik Assistant with a simple message, sit back and tend to the more
important things in life.
Whether its searching for information, completing a task or resolving support issues with
companies, Haptik is your go to guy. Simple. Painless. Reliable & Fast. Best of all, its
completely free.
Haptik was launched on 31 March 2014 with a vision to become a one stop solution for all
consumer needs using the power of mobile messaging. Currently it has more than
2,50,000 downloads across Android and Apple stores.
Haptik provides the most convenient job to any individual who has access to a internet
enabled PC/Laptop willing to make that extra buck.
What is the selection process?
In order to join the army of Haptikans, all you need to do is send an email to hr@haptik.co
stating why you want to become an assistant.
Haptik assistants undergo a two tier screening process:
The first screening process assesses basic command over English language along
with a minimum typing speed and IQ.
The second screening process is designed to understand your cultural fit to the
organization.
In order to become a Haptik assistant, you need access to a laptop/PC with a working
Internet access on a minimum speed of 1MBPS.
Does Haptik provide any training?
Haptik has more than 250 Assistants contracted who work remotely at their own
convenience.
Haptik provides an extensive 7 day training which is broken down into multiple modules as
explained below:

Module 1: App Tour

Module 2: Athena Academy
Module 3: Get SH*T Done Tour
Module 4: Steps to Solve Tour
Module 5: Floor tour/ Google skill test
Module 6: Final stint on staging chats All categories
Module 7: Final stint on staging chats All categories

Attachments for all these modules are attached separately.

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How is performance measured?

The best way to measure performance is by understanding the end consumer behavior.
Hence, in the case of Haptik there are two metrics we measure and track very closely to
monitor performance: Quality score (QS) and Manager Ratings (MR)
Quality Score (QS):
In the case of Haptik, QS is defined as total positive feedback received/ Hour.
This inherently measures two parameters namely: Positive feedback/chats x Chats
Taken/Hour
While we want to ensure that assistants perform well on both those metrics, an ideal
situation would be Higher No. of Positive Feedback/Chats ~ 25-30% with atleast 10-12
Chats Taken/Hour
25% PF x 10 Chats = 2.5 QS
30% PF x 12 Chats = 3.6 QS
A 2.5 is the minimum we allow for our system to work at best efficiency still providing a
great experience to the end user.
Manager Ratings (MR):
Haptik has 12 team leads often referred to as buddies who actively observe and track
performance of our assistants. Today each buddy manages and tracks performance for
approx. 18-20 assistants every day. They use a simple tool called Manager Rating that
allows them to inform their assistants on where they are going wrong and how they can
improve their performance.
How is Manager Rating determined?
The chats are rated on a scale of 1-5 by the buddies. Below are the different parameters
which determine the assistant ratings:
Rating 1 - POOR CHAT
1. Feedback was sent without resolving the query
2. Follow-up chats added to waiting for user
3. If the assistant didn't read chat history
4. Did not understand the user's query and responded something else
5. Provided info on rooting, torrents, health related issues and other
inappropriate info based on Haptik standards
6. Not responding to the chat for no reason/ Taking too long on the same chat
for no reason - If this comes to our notice 3 times, strict action taken
including revoking of the contract - this impacts chats/hour by the agent.
7. Completing a chat without actually responding - If this comes to our notice 3
times, strict action taken including revoking of the contract
Rating 2 - BELOW AVERAGE
1. Spelling mistake , Grammar, sentence formation (incorrect sentence "your
welcome", etc )
2. Asking unnecessary questions
3. Using incorrect links
4. Tried to type a message incorrectly when it could have simply been copiedpasted from steps to solve

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5. Fails to understand when to start a new chat?

6. Does not follow the process efficiently
7. Marked user WFU the second time around it came from WFU without any
user's response
8. Asked the user for "Provide me with your valuable feedback" in addition to
smart action
9. Set an auto-follow up on a chat when the user hasn't shared any query (For
eg , where user disappear after saying hello. just mark complete without a
feedback).
Rating 3 - AVERAGE CHAT
1. Followed the process (STS - Steps to Solve) however didn't use appropriate
smart action.
Rating 4 - GOOD CHAT
1. Followed the process properly
2. Used the appropriate link from the STS (Steps to Solve)
3. Smart action used appropriately
4. However, still asked unnecessary additional questions.
Rating 5)- EXCELLENT CHAT
1. Provided a Wow moment in limited number of messages
2. Followed the process (used STS)
3. No unnecessary questions asked
4. Did not ask for please provide me with your valuable feedback manually.
What are the perks of being an Assistant?
There are are various incentives for our assistants:
Skills Reimbursement Program
You can sign up for any course, class, learning program, etc. and Haptik will reimburse Rs.
10,000 towards it after you complete 6 months with the company. You learn, We Pay!
Attendance Incentive
As we all know perfect attendance gives us the assurance to attend to more users and to
run more campaigns, Hence for every 3 months of perfect attendance, we shall have a
raffle and a winner will win an iPod.
Help us make Haptik better!
We all want Haptik to be everybodys favorite app and we can only get there if we
constantly strive to be better. The best ideas obviously come in from our own people
hence any idea for bettering the app or improving services, which is implemented will
receive benefit of Rs.500/Assistant Awards!
Every assistant who wins the assistant of the month gets an Incentive of Rs. 2000/- .
He/she also gets featured on Athena and all our social sites along with a short interview.
Assistant of the week and Team of the month will receive incentives worth Rs. 500/- each
Assistant of the quarter: We pay for you and a friend to Fly to Goa.

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Retention Bonus!
We want all our assistants to stay with us for a long time considering you all love your jobs
and thats just what makes Haptik so successful!
Retention Bonus will be paid as follows:
2nd month bonus: Rs. 1000
3rd month bonus: Rs. 2000
6th month bonus: Rs. 4000
Salary Hike!
We want all our assistants to strive for perfection. Hence we have come up with a simple
formula formula for salary hikes!
There would be 3 parameters on which you will be assessed
1. 100% Attendance
2. No Late logging in / early logouts
3. A combination of positive feedback and no. of chats or Quality score (this will however
be communicated by the Management every month and is bound to keep changing month
on month)
The top 10% of contractors achieving this target will get a hike of 10% effective next
payout. So this essentially means that should you hit targets 5 months in a row your
payout will be potentially 50% higher.
Free Internet Access!
Remote assistants who ensure 100% attendance despite of all possible hurdles can claim
Rs. 450/- per month towards internet charges. Please note this is not a mandatory claim.
Its essentially to share the cost in case of frequent internet issues.
Growth Opportunities
Considering the pace of our growth we constantly need more people in Operations,
Training, marketing etc. The growth for each of our assistant could be exponential and we
constantly want to grow people internally because they already know what works best for
us. We are open to offer opportunities for performers in a short span of 3 months. So lets
get out there and grab the opportunities!
Penalties
This is one part we hate to talk about but we gotta do what we gotta do right?
All leaves must be informed 7 days in advance.
Any assistant logging logging in 30 minutes late for their shift will be tagged as uninformed
leave and every unapproved/ uninformed leave attracts a penalty of Rs. 250/- per incident
irrespective of what the reason is. Only 1 unapproved leave will be allowed per month.
In case of uninformed absenteeism an opportunity to cover the hours over the next week
will be provided.

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The Ultimate Checklist - Dos and Donts

While we expect every assistant of being mindful of various things while taking chats, there
are still various moot points where assistants get confused about what to do?
DOs
1.
2.

Always follow the process

Make sure you use smart actions wherever necessary

DONTs
1.
2.
3.
4.
5.
6.
7.

Prescribe medicines to anyone for any problem

Do not ask for feedback manually
Never tell a user I dont know
Never tell a user Please call them directly
Make sure you do not leave a ______ like this in the response while copying
content from Steps to Solve (STS)
Never reveal your own identity.
At times, you may get a query, which we as a company cannot help with. Here
are a few examples.
When the user asks for procedure to hack/root etc. we cannot help with
such stuff.
For any obscene/abusive behavior by the user, you may politely ask them
to not use such language or you will disconnect the chat. At any point in the
chat you should not use any obscene/abusive words in the chat. Simply
mark user as inappropriate whenever necessary.
For queries like, how to download a movie or song, we cannot help, since
these materials are copyrighted. (Also, do not help with torrent links or
suggestions)
Do not help user with any kind of unofficial link for any information unless
guided by your buddy/manager.

Things to Remember
Repeat messages: If you send the exact same message to the user ie. Ok Akshay and
then Ok Akshay again some time later, the second duplicate message will not be sent.
You have to differentiate a duplicate message in some way for it to be sent.
Smart Actions: Every smart action carries a curly bracket script like this: {link}. You are not
meant to replace the word within the brackets with a link. The only time you should input
anything into a smart action is if a pop-up form appears.
Logging off for the day: Right before the daily service on Athena closes, ensure that all
incomplete chats (ie. Pending and waiting for user) are marked complete. This is good
practice.

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