The socially collaborative digital platform will manage the customer experience of retailers across multiple channels, including brick-and-mortar locations.
September 27, 2019 Mumbai, India
Brainvire will launch a one-of-its-kind SaaS platform to manage customer loyalty and engagement for India’s leading retail chains and will cater to multiple segments and locations. This venture will see Brainvire’s .NET expertise in action.
Currently, there is no single, third-party interface or solution that can manage the customer experience of big brands. Everything is done manually by in-house customer care executives. However, things will change for the better once the platform is launched. Interacting with customers and resolving their disputes will become much easier and more transparent.
Tracking and responding to customer queries from multiple input mediums is not an easy task. Customers have the choice of communicating with brands through any mode i.e. calls, emails, chatbots, and social media pages. The team has created complex algorithms that allow filtering and gathering maximum information from initial customer interactions. For example, a smart social media integration in this app allows representatives to tackle customer queries and directly post the resolution to the customers’ social profiles. This is also a way of personalizing customer engagement.
Handling brick-and-mortar customer complaints is a unique feature of this app. The smart store ticket assignment feature allows reps to assign tickets directly to the brick-and-mortar store from where the purchase was originally made. They can also redirect the request to the customers’ nearest store. This will minimize the response time and close the issue within the defined service-level agreement (SLA).
Ultimately, the marketplace will act as a profitable customer support model that everyone can benefit from.
Developing solutions with innovation, usability, and efficiency, Brainvire is one of the top IT consulting firms. With over 18 years of experience and more than 550 employee strength, it strives to create a difference in the society through technology. Having delivered over 1500 projects to its clientele spread globally, it has endured a 95% customer retention rate. Brainvire offers exclusive consultancy services such as Business Intelligence, Digital Marketing, Cloud ERP, CRM for E-commerce, etc. for diverse industry verticals while keeping customer satisfaction as its top priority.
It has earned many accolades such as ‘Top IT Services Firm 2019’, ‘Top Mobile App Developers 2019’, and ‘Top E-commerce Developers 2019’ by Clutch.