I noticed a flurry of tweets about the impending launch of the FreeChargeWallet by Snapdeal and FreeCharge. It made me wonder if we are on the cusp of a revolution and realized we are not. But it served the purpose of writing this post which has been pending for quite some time now.
As a regular and happy user of FreeCharge, I am observing the evolution of their service from only pre-paids to cover post-paids, DTH and now certain utility bills as well and I must really compliment the team for a smooth and gradual increase in coverage. I have also noticed their emphasis on the user experience and the constant efforts to minimize the friction. I must also compliment the social media team, especially the customer care unit on twitter which is very responsive and active.
I have gone on record on twitter that I would continue to use freecharge even if there were no coupons. In fact, skip coupons has become a default setting for me. I enjoy the convenience and the hassle-free experience.
Given that the freecharge team is trying to get its existing user base to use the service repeatedly, I have experienced a clear chasm as a frequent user and i have shared the same with the key people a few times.
when i effect my post-paid payment, i go through the process of selecting the card or payment mode, enter the amount and authenticate via otp. And when I want to recharge my wife’s mobile immediately thereafter, I am forced to repeat the process much to my chagrin. Given that I am most likely to use the same credit card, for both the transactions, I would prefer to check out after all my bills are ready for payment and do it at one stroke.
Imagine the situation at a e-commerce site like Snapdeal where after you have selected your shirt, you cannot add a pair of pants but must pay for your shirt first!!
I am confident that the key folks at FreeCharge would make the overall experience of customers smoother by making these subtle changes rather than focus on big bang announcements.