Myntra has transformed their customer experience management by implementing a comprehensive communications solution that unifies their interaction channels. This strategic initiative enables them to deliver superior customer experience while optimizing operations across their rapidly expanding e-commerce platform.
Founded in 2007 by a group of IIT and IIM graduates, Myntra Designs Pvt. Ltd. has emerged as India's leading online lifestyle and fashion retailer. Headquartered in Bangalore with regional offices in New Delhi, Mumbai, and Chennai, the company offers personalized products across 33 categories with a designer community of over 3,500 contributors. Myntra's value proposition centers on giving consumers the power and ease to transform their look through online shopping with the largest product catalog, superior usability, 24x7 customer support, and favorable return policies.
After thoroughly understanding Myntra's e-commerce business needs, Ameyo developed a comprehensive solution that addressed their challenges while supporting their vision of becoming India's largest online lifestyle retailer:
Unified Interaction Management: Deployed a centralized platform that integrated existing business applications, enabling Myntra to track customer history and create personalized experiences. This seamless integration eliminated redundancy while maintaining a unified view of all customer interactions.
Adaptive Business Process Automation: Implemented a scalable and reliable solution capable of evolving with Myntra's changing business processes. This flexibility allowed for easy adaptation to growth in agent numbers and operational changes, saving both time and money while ensuring business continuity.
Omnichannel Communication Network: Created an effective network of channels that ensured perfect interlinking between the website and support center. This integration enhanced customer connectivity without technical errors, delivering a seamless experience across all touchpoints.
Intelligent Voice Response System: Deployed a sophisticated IVR system that efficiently managed incoming calls with pre-recorded messages, promotional information, and smart routing to available agents when needed. This ensured first-call query resolution while optimizing resource utilization.
The unified systems drove a significant increase in business productivity, improved first-call resolution rates, and enhanced agent efficiency.
The successful implementation of 24x7 customer support enabled better handling of high call volumes and reduced technical errors during customer interactions.
The unified platform delivered consistent, personalized interactions across all touchpoints, creating lasting impressions with customers.
The flexible system allowed Myntra to adapt quickly to changing business requirements and growth patterns without disruption.
The advanced solution reinforced Myntra's position as an innovator in the e-commerce space, supporting their vision of being India's largest online lifestyle products retailer.
Being a leader in the online fashion and lifestyle space in India, Myntra has empowered consumers to look good by bringing fashion closer to them. Enhancing customer satisfaction and providing faster delivery of consumer goods are some of our brand promises. For this, we needed a solution that could provide process automation and enhance our potential to reach out to new customers, while ensuring customer retention. Exotel was chosen among others as the most reliable solution to effectively manage our operations.
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