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About Flipkart

Flipkart is a shoppers’ favorite online shopping destination. Flipkart 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. Be it their path breaking services like Cash-on-delivery, a 30 days replacement policy, EMI options, free shipping- and of course the great prices they offer, everything they do revolves around their obsession with providing their customers a memorable online shopping experience.

Highlights

Repeat Calls

Reduction in repeat calls from customers

FCRR

Dramatic improvements in First-Call-Resolution-Rates

AHT

Reduction in Average Call Handling Time (AHT)

Modules Used

  • Integration with their ERP & Order Management System
  • Incident Management
  • Contact Centre Management
  • Knowledge Management
  • Agent Live Assistance
  • SLAs and Escalation Management
  • Social Media Integration
  • Computer Telephony Integration (CTI)

Challenges faced by Flipkart

Auto assignment of emails to agents
Performance and Scalability issues with the existing tools
Real time reports on agent performance and C-SAT
Lack of single view/console for agents, too much use of Alt+Tab
Lack of an intelligent, self-learning Knowledge Base
Lots of Clicks to fetch information from Different Systems

Virtuos Approach

Virtuos replaced existing E-Mail response management system with Oracle Service Cloud as a unified Incident Management System for all channels of Customer Support, Including E-Mail, Voice (both in-bound as well as out-bound). Knowledge Management module implemented by Virtuos enabled consistency of answers provided to customers, regardless of channel of communication, ensuring uniform Customer Experience across channels. The solution was designed with built-in system intelligence, to help the Quality team analyze data faster, with the system helping them analyze “emotions” of customers & agents. Flipkart envisioned a solution which could not only take care of the current requirements but also the future visions like Live Chat and Social Media. The solution implemented by Virtuos proved to be just that!

Flipkart Website Screenshot Image Source: Flipkart.com

Customer Quote - VP-Technology, Flipkart.com

We chose RightNow, because of exceptional Consulting Approach that Venky and Virtuos offered for Flipkart.com

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