26 Apr
How we helped an ecommerce giant deliver customer support from various locations with our cloud-based contact center solution
Summary
Indiaâs No 1 ecommerce company began by selling books but soon expanded to all popular categories such as mobile phones, electronics, fashion, and lifestyle. While running operations at such a large scale, the homegrown e-tail giant also had to cater to its ever-growing customer bases. With thousands of agents employed to take care of consumers, sellers, dealers, and partners, it needed a central application to streamline operations.
Challenge
The companyâs support departments had the huge task of handling customer servicing, seller onboarding, and engagements through daily calling. They needed a solution that could be used by over 4,000 agents at the same â while also working from home anywhere in the country â without breaching security and service standards.
Challenge
Flipkartâs customer and seller care departments had the huge task of handling customer servicing, seller onboarding, and engagements through daily calling. The company needed a solution that could be used by over 4000 agents at the same â while also working from home anywhere in the country â without breaching security and service standards.
Solution
We provided the company a cloud-based contact center for daily calling by their agents. Our key solution helped them run their call center operations at scale with more than 4,000 agents using the application every day while adhering to application and data security guidelines. We offered the best of contact center features, which otherwise were available only in an on-premise call center product, providing the ecommerce great the flexibility to run operations from anywhere, anytime.
Outcomes
Solution caters to 1.2- 1.8 lakh calls every day
Central could-based manageability for smooth operations and better visibility across locations from a single interface
Offers best of contact center features available in on-premise product
Application allows agents to run call center operations from various locations and supports work-from-home conditions