As per Microsoft state of global customer report, 61% of the customers switch brands due to dissatisfying customer experience (also referred to as CX). Ecommerce companies spend millions (at times even billions) on customer acquisition and retention. Axiomatically, losing every customer potentially costs the companies dearly.
What exactly is customer experience in the E-commerce industry?
From the customer perspective, ecommerce customer experience is the sum of interactions through every touchpoint between the customer and the brand.
Every time a customer (existing and/or potential) reaches out to the company through any of the available channels like contact centre, chats, email and/or in person, is an opportunity to either consolidate the relationship by turning a prospect into a customer and an existing customer into a higher value segment, or lose the customer. The difference between winning and losing is the quality of customer experience.
Companies usually have customer experience covered through the following staples:
For companies to ensure that customer experience is optimal through all stages and touchpoints, it becomes imperative to monitor these interactions.
That is where we come into the picture.
WyzmindZ offers its flagship product TransmonQA (www.transmonqa.com), a robust, easy-to-use and affordable quality monitoring tool enabling companies to provide excellent customer experience to its users, every time. It not only takes care of quality assurance for all customer touch points, but is also a catalyst for customer experience management, internal training and coaching. It automates the process of quality monitoring for transactions through multiple channels and helps companies create a fleet of adequately adept workforce resulting in excellent customer experience.
TransmonQA is proud and honored to be associated with Indian ecommerce behemoths like Flipkart, Swiggy, Lenskart, timesjobs and many more.