salesforce: Tata Cliq collaborates with Salesforce for customer experience platform

Pune: Global customer relationship management firm Salesforce said that it was working with Tata Cliq on delivering consumer interactions across multiple channels. Tata Cliq is using the Salesforce service cloud platform to transform the service experience for the e-commerce company.

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.

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