Faster Case Resolution
increase in customer satisfaction
The e-commerce landscape in India is undergoing a drastic transformation. Online marketplaces are redefining consumer experiences for over 90 million Indian shoppers. The increased adoption of smartphones has also created a huge momentum in India’s e-commerce market. Concurrent with the rise in consumer interactions, Snapdeal is on a mission to deliver the best online experience to its customers. And it’s using Salesforce to get there.Snapdeal started as a daily deals platform that quickly transformed into one of India’s largest online marketplace. It now caters to millions of users – both buyers and from sellers across the country.
The journey to achieve the full potential required the right platform, which would serve as a springboard for continuous growth. Snapdeal turned to Salesforce Service Cloud, Communities, and Partner Communities to bring efficiencies to both customer and seller experiences.
A company spokesperson said that Snapdeal wanted an internationally acclaimed system that came with comprehensive inbuilt features, catering to our specific needs of efficiency and effectiveness. As the #1 platform for service, Salesforce met all the criteria they were looking for.
With Service Cloud, Snapdeal’s customer service is boosted with the ability to handle concurrent users. With a single view of all interactions, customer care agents find it easier to navigate and integrate with other systems. The results are faster response and resolution of cases, and improved targets for turnaround times and service levels.
Snapdeal confirmed that with Salesforce Service Cloud they are resolving cases 50% faster. And customer satisfaction is up by 30%.
Merchants benefit from the quick sign-up process—it now takes fewer clicks from start to finish. And time spent by the merchant onboarding team on client calls has gone down as well.
Part of the efficiency gain is a marked improvement in data accuracy. Reviewing orders, payments, and case details has become easy with the simple-to-use platform.
Lakhs of merchants have joined the Snapdeal marketplace since its inception. With the Salesforce Communities Platform, Snapdeal has been able to streamline the on-boarding process, and eliminate the need for back-and-forth interactions. Collaboration with logistics and courier partners is also easy with Partner Communities offering seamless support.
Snapdeal is now deepening its customer engagement. Accessing customer data or performance reports in real-time is effortless with personalised dashboard views. So is generating automatic reports with different tools and plug-ins. And with customer purchasing history and preferences held in one place, Snapdeal resolves issues with a quick turnaround and maintains steady customer satisfaction levels.
Understanding its customers and improving their experience is core to Snapdeal’s value. Snapdeal has said that the easy access to customer data and analytics in Salesforce help them tailor customer experiences to individual clients.