Make Shopping Communication As Interesting As Shopping Itself

  • Quikr.com

    C-Zentrix helped Quikr.com to track the complete lead life-cycle and improved their Turn Around Time.

  • Snapdeal.com

    C-Zentrix helped Snap Deal manage its customer communication in an effective way providing delightful & seamless customer interactions.

  • Yebhi.com - Testimonial

    C-Zentrix has been an involved partner with us for last 2 years in providing end to end solution for customer support services.Their capability to integrate their solution with order booking engine and online web portal really gives an advantage to online business like us. I would recommend them to any E-Commerce company in India or abroad which wants to have a robust customized solution for their help desk.

C-Zentrix can generate wide variety of reports like number of tickets raised, number of tickets closed inside the TAT(Turn Around Time), number of tickets exceeded the standard TAT, detailed SLA report for each department, etc.

This helps e-commerce enterprises to tighten up their operations, provide better support to the customers and save costs which is the key for an online business. The in-built escalation matrix module helps the online businesses to create their own escalation matrix and TAT for each kind of issue. The moment a ticket is generated on a customer complaint, based on the ticket type it is automatically allocated to the respective department. Like a complaint for non- delivery of goods ordered online goes to the dispatch department, a complaint for refund of money for goods returned goes to the accounts department. The escalation happens on SMS and email as per the matrix set by the enterprise. 

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Key Features

Multi-Channel Communication

For customers including phone, email, SMS, chat and social media plugins

Trouble Ticketing Application

For managing complaints and queries of the customer over call, email, SMS and chat. Each complaint or query is assigned a unique ticket number which is tracked till its closure with satisfied feedback from the customers. Configurable escalation matrix helps administrator to automatically escalate the trouble ticket to relevant stake holder as per the company's policy.

Standard Web Based APIs

For integration with third party CRMs, order booking engine, payment gateways (PCI DSS Certified IVR) and web portal (Standard API for Magento E-Commerce platform integration)

Robo call

For automated confirmation using TTS for Cash on Delivery

Magic Call

Used by delivery boys for delivery confirmation with the customer

C-SAT Survey Module Over IVR For Customer Satisfaction Survey

C-Zentrix IVR comes with a standard C-SAT module over IVR which can be customized by the customer for a C-SAT survey using DTMF input from the customer. A detailed feedback from the customer can be viewed as standard report on C-Zentrix

Missed Call Platform Fully Integrated With C-Zentrix Dialer

The C-Zentrix missed call platform provides innovative way to the E-Commerce companies to entice their customers in contacting their customer care without incurring any charges. The moment a missed call is received the C-Zentrix dialer dials out and connects the customer to the customer care representative.

Competitive Differentiators

  • Advanced Trouble Ticketing CRM for complains and query management with escalation matrix module
  • Robo Calling for automated cash on delivery confirmation
  • Magic Call for connecting the delivery boys and the customer over the C-Zentrix platform for delivery confirmation
  • Standard API for Magento E-Commerce Platform
  • IVR based customer survey module
  • Integrated Missed Call platform with C-Zentrix Contact Center solution

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