Jabong Streamlined their Business Operations and Simplified Customer Interactions
Vikas Kapoor
Associate Director IT Infrastructure
Jabong
Use Case
Inbound-Outbound
Region
Industry
E-commerce
About Jabong
The fashion market in India is surging and is currently estimated at USD 70 billion, of which only 25 percent is the organized retail market. E-commerce is a key channel for fashion and the online fashion market is projected to grow 3.5 fold from to reach USD 14 billion by 2020. Jabong.com is a major player in Indian fashion and lifestyle e-commerce portal. It retails apparel, footwear, accessories, beauty products, fragrances, home accessories, and other fashion and lifestyle products.
Jabong.com strives to achieve the highest level of customer satisfaction to capture the market to be on top. To achieve this they needed a robust solution which would enable smooth customer interactions and support their specific business needs and work towards delivering a seamless operation.
Challenges
- Manual call handling process limited the capacity to reach large customer base
- Struggling to answer all incoming calls and disburse information quickly
- Agents were unable to access customer and order information before dialing out
- Lack of constant real-time updation of order tracking information of customers in CRM
Solutions
- End-to-end system for streamlined business processes and simplified customer interactions
- Seamless integration with web-based CRM made processes faster and more efficient
- Multimedia capability provided unified platform for interactions
- Enhanced overall customer experience by automating all communication processes
Ameyo helped Jabong
Ameyo kept the demands of an e-commerce business in mind and strove to deliver great service with high uptime and agent availability. AMEYO enabled Jabong to streamline their call processes with ACD and a robust IVR. Other features like CTI, API, Preview Dialer, and Voice Logger were also implemented. Multichannel communication through SMS, e-mail, and web chat were also enabled. The solution helped Jabong automate their business process and simplify customer interactions.
Ameyo solution was chosen over other competitors and empowered Jabong with an end-to-end system that was also easy to use. Ameyo’s capabilities matched their specific business processes and enhance overall customer experience.
