Washington Based Retailer

Washington-based Retailer - Customer Behavior Analytics using Machine Learning

We helped a Washington based retailer to understand the customer sentiments from their customer support requests to improve service quality.

It helped them to gain the best customer satisfaction ratings (4.8/5) on online markets like Amazon.

The Challenges

The key challenges were -

Needed differentiator in a crowded market
Difficulties in Monitoring and managing multiple marketplaces across the globe in different timezones
1000+ existing customers
No disruption in the existing sales process

Coreview’s Solution

CoreView team built a Machine learning empowered system to prioritize the escalations based on sentiments detected in the requests.

Complete Abstraction of eCommerce Marketplaces
Automated Data capture from marketplaces
Automated Workflows for Inventory, Offers, Replacements
Mine Customer Data across Tickets, blogs, emails, social
Customer sentiment analysis: ML, NLP
Notifications - proactive customer actions

The Results – Transformed Customer Experience

This helped the company to bring a great customer experience with -

CSAT improved to 4.8 / 5 on Amazon
25% Reduction in Customer Service and Support cost
This helped them to increase new sales and reduce costs, improving the bottom line

Improved CSAT to 4.8/5 using customer-centric innovation.

CoreView understands technical as well as our business needs very well. They are very responsive and flexible in their approach to provide a right solution.

- CENTIUM CONSULTING

What we love about CoreView is their ability to provide valuable suggestions.

- KINIVO

CoreView helped us understand, formulate and align our Mobility strategy to our business.

- ACME

CoreView built us the best of breed SAAS platform to help us realize our vision.

- QUICK HEAL TECHNOLOGIES

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