E-Commerce
Make Shopping Communication As Interesting As Shopping Itself
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Quikr.com
C-Zentrix helped Quikr.com to track the complete lead life-cycle and improved their Turn Around Time.
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Snapdeal.com
C-Zentrix helped Snap Deal manage its customer communication in an effective way providing delightful & seamless customer interactions.
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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.
Overview
E-Commerce is an emerging sector across the globe, driven by the internet. The relevance of C-Zentrix Customer Engagement Suite is immense in free flow of information across the board for customer satisfaction and operational efficiency of the online businesses.C-Zentrix can integrate with the order booking engine, online web portal, chat, email and SMS gateways, social media, etc and provide a seamless experience to the end customers whenever they call, chat, email or post on social media is a delight for the customer.
The facility to reach the help desk using call, email, SMS or chat helps customers connect to the help desk instantaneously with their preferred mode of engagement. All forms of engagement by the customer are tagged at one location for follow-ups and further actions.
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
For customers including phone, email, SMS, chat and social media plugins
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.
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)
For automated confirmation using TTS for Cash on Delivery
Used by delivery boys for delivery confirmation with the customer
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
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