Customer Experience in E-commerce

    White Paper, CX in ECommerce

    Ecommerce has one of the highest customer volatilities –

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

    12 positive experiences to compensate for one negative experience

    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

    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

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

    JindalX Advantage

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

    Omni-channel Support
    Chat | Email | Voice | Social Media
    • 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
    We give what your e-commerce business needs:
    • 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

    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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