There is a new love story brewing in town. India’s largest online grocery retailer, BigBasket has always been super obsessed with exemplary customer service. In spite of having a world class support team and an awesome delivery infrastructure, customer service CRM continued to remain a challenge, thanks in part to their customers’ top grade expectations and that too, from the leader in the market!
BigBasket’s customer service team relentlessly answers queries across email, phone, social media, chat, app and more. The need of the hour was an Omni-Channel support system that helps manage all customer interactions in one single place, instead of multiple disconnected systems.
Kapture was introduced earlier this year to raise the bar. What followed was a journey of integrating channels, verticals and systems to ensure that the most important person in the ecosystem, The Customer, gets more than what he/she expects.
On 21st November, Team Kapture was awarded certificates of appreciation for a successful roll-out and great performance. Today, BigBasket’s team is seeing a marked improvement in overall metrics, leading to the end goal, Happy Customers!
We would like to thank team BB for the appreciation (and the amazing dinner). This will definitely be one of the “and they lived happily ever after” love stories.