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

Reduction in repeat calls from customers

Dramatic improvements in First-Call-Resolution-Rates

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!