E-commerce Business Achieves 93% CSAT and 98% Email SLA
AI-enabled, omnichannel customer experience operations for a rapidly growing e-commerce business — improving resolution, reducing complaints, and lowering operational costs.
The Challenge
Rapid customer growth was putting increasing pressure on the e-commerce company's customer support operations. High ticket backlogs, poor SLA performance, and low customer satisfaction were affecting service quality as volumes increased.
The operation also faced high call volumes, order-tracking queries, returns and refund delays, slow response times, and seasonal volume spikes.
Our Approach
Established an 80-member dedicated customer experience team with 24×7 support to manage growing interaction volumes.
Delivered multilingual, omnichannel support across voice, chat, email, WhatsApp, and social media, covering customer queries throughout the commerce journey.
Introduced AI-enabled workflows supported by CRM, ticketing, AI Chat Assist, knowledge management, and analytics to improve efficiency and resolution.
Implemented real-time dashboards, structured quality management, and a governance model spanning daily monitoring, weekly reviews, monthly business reviews, and continuous improvement.
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