This case study sheds light on how Hexaware helped identify gaps and transform customer experience for a leading e-commerce giant.
The customer’s fragmented quality processes led its customer service representatives address queries ineffectively and resulted in declined quality scores and market share.
Hexaware with its tools and modules, redesigned the approach and conducted refresher trainings across batches.
Business Benefits:
- Improvement in quality scores from 65% to 81% in <2 months
- Process control and risk analysis: Deployed control charts for monitoring performance quality
- Instituted process knowledge tests, solution documentation
