Business Challenge

• Reduce the volume of contact center calls related to returns, order tracking, refunds, and tech support for enhanced operational efficiency at Flipkart.
• Need for a multilingual customer support for their vernacular audience

Solution

• Implement video-integrated customer support automation for repetitive queries, utilizing diverse touchpoints such as helpdesk (web/app), chatbot, email, and phone to deliver an interactive video-centric experience
• Trackable and actionable video guided journeys to help reduce repetitive queries/process calls
• Enabled engaging video based DIY model to let users help them self on most of the repetitive queries

Outcome

• 40% reduction in repetitive calls and faster TaT resulting in better CUSAT
• 30% of users preferred to watch videos in their vernacular language
• 20% reduction in product returns as a result of increased engagement