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White Paper, CX in ECommerce

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Ecommerce has one of the highest customer volatilities –

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1 bad instance and 89% customers will choose another company for their next purchase

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12 positive experiences to compensate for one negative experience

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Customer Experience is Paramount and Irreplaceable

It takes 10X effort to get the customer to download the app but just 1 instance to delete it

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Omni-channel H2H (human-to—human) resolutions are both efficient and effective for customer retention

Seasonal variations upto 400% can be managed by a specialized partner

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Lack of readiness during seasonal variations and spikes can result in more than 15% loss of customers

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We have extensive experience in taking care of e-commerce partners through our:

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Absolute accuracy & optimum CX with up to 4 concurrent chats
Fastest response time and 24×7 support
Propensity engines for intelligent solutions and 90% First-Contact-Resolution (FCR)
Proactive social media interactions and end-to-end resolution to grievances

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Personalized and human-centric customer services
Gamification based process training led by technology
Customer Engagement for propensity-based x-selling
Instant support for abandoned carts via multiple touchpoints
BI led ‘JX Techpack’ to give real-time 360º view of operations

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JindalX is a global business outsourcing company creating success stories for over 20 years. We’re the dreamers, creators, and innovators with a vision to help our business partners, clients, and people achieve exponential growth.

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