Flipkart Improves Customer Satisfaction Score by 28% With Ameyo

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Industry: E-Commerce

Region:  Bengalore, India

About Flipkart

Flipkart.com went live in 2007 with the objective of making books easily available to anyone who had internet access. Today, they are present across various categories including movies, music, games, mobiles, cameras, computers, healthcare and personal products, home appliances and electronics, stationery, perfumes, toys, apparels, shoes, among other verticals. Their path-breaking services like Cash on Delivery, a 30-day replacement policy, EMI options, free shipping, and great offer prices revolves around providing the customers a memorable online shopping experience. Flipkart’s dedicated delivery partners work round the clock to personally make sure the packages are delivered on time.

Challenges

  • Needed to automate call handling processes
  • Required solution to integrate with order management process
  • Needed to effortlessly handle large call volume
  • Customer satisfaction needed to improve

Key Benefits

  • Ameyo automated all interactions
  • Integrated smoothly with CRM, OMS, dispatch systems
  • Multichannel communication through SMS, web chat, e-mail
  • Cost-effective and multi-featured

Ameyo helped Flipkart

Flipkart has been using AMEYO to automate its manual processes and make the business more efficient. They replaced the tedious manual dialing out process with AMEYO to intelligently dial out numbers. Flipkart later implemented more features from AMEYO to fit into their inbound processes and seamlessly integrate with their in-house order management system (OMS), CRM, and dispatch system. The solution also implemented the Customer Manager API which pulled calling numbers in real time to AMEYO and the solution then dialed out.

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Flipkart Improves Customer Satisfaction Score by 28% With Ameyo

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