Tata Cliq also implemented the Visual Remote Assistant (VRA) which allows the company to deliver the same level of support they would deliver in-person and visual guidance, often in real-time. The browser based solution allows employees to seamlessly connect with customers on a live remote support to capture correct images for returns.
Arun Kumar Parameswaran, SVP and Managing Director – Sales & Distribution, Salesforce India, said, “We are thrilled to be a technology enabler and advisor to Tata Cliq as they further their vision of becoming a leading e-commerce company fueled by growth and personalized experiences.”
The company said that since implementing the solution, there was an 8% reduction in average handling time by the resolution team and a 15% improvement in first time resolution rate.
Shweta Srivastava, Director, customer service and customer experience , Tata Cliq, said, “Customer-centricity is at the heart of everything we do at Tata Cliq. Salesforce is aligned to our two-pronged functional vision and strategy of delivering best in class customer and advisor experience, thereby ensuring efficient processes, empowered agents, and superior business outcomes.”
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PwC partnered with the companies on the implementation process.