streamlining non delivery returns

our client, an India headquartered e-commerce company with pan-India presence experienced unsustainably high non delivery returns (“NDR”) in cash on delivery (“COD”) cases. NDR was one of the major concerns for our client, where orders could not be fulfilled, as a result of various factors including courier and customer denials.

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Solution Offered

We apply the best solutions to help our customers with their demands.

1.

We created multiple chat & web forms to provide customers with real-time feedback.

2.

Micro-level feedback was captured using multiple touchpoints across digital platforms.

3.

Top-down approach to integrate CRM and analytics for structured customer insights.

4.

Deployed automated satisfaction tracking and reporting to ensure continuous improvement.

Outcomes

1.

We created multiple sites / webpages for this purpose where links were sent using SMS to the customers to obtain their feedback

2.

Micro level feedback was captured using this approach where customer feedback pertaining to interaction was measured

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