Freshdesk helps beauty e-commerce platform Purplle in its ambition of enabling beauty for all by resolving 95% of consumer queries in the first go!
Freshworks Inc .)(NASDAQ: FRSH) has enabledPurplleto unify its customer support channels usingFreshdesk™ following a significant increase in requests from its 7 million customers and their changing messaging preferences.
To better serve customers through mobile and digital channels at all times, Purplle chose Freshdesk to unify communications for customer-facing agents who strive to deliver a personalized experience to each buyer quickly and efficiently. This included building customized dashboards and training teams for measurable results and impactful changes. With Freshdesk, Purplle can now resolve customer queries seamlessly across platforms and deliver personalized responses, assisting consumers with all their beauty and order-related requirements.
“With great volume comes great responsibility, and customer delight is at the heart of all that we do at Purplle,” saidAnchit Agarwal, Associate Director, Customer Experience at Purplle. “With the implementation of the Freshdesk software, our agents can collaborate faster, automate almost all customer queries and provide hyper-personalized experiences that create repeat customers,” he added.
Using Freshdesk Analytics, Purplle’s support team can view metrics on average resolution and handling time, first response time, and response SLAs – all of which help the company track and respond proactively to fix commonly reported issues. The insights provided by Freshworks helped improve service efficiency and drive better agent responses, with average customer interactions stable at 1.14 and a high First Call Resolution of 94.7%.
Mr. Agarwal noted that “Freshworks helped Purplle streamline the customer response process for our agents, resulting in faster response time to customer queries. With Freshdesk, our team no longer needs to toggle between multiple information screens, making the customer experience more seamless. With everything in one place, our agents and customers are equally delighted!”
“Beauty brands are reaching more people because of social media, influencer marketing, and direct-to-consumer business models. As brands grow, exceptional customer experiences can be a differentiator,” saidKarthik Rajaram, Vice President, Sales for Freshworks India.“We’re excited to see Purplle build lifelong customer relationships through personalized conversations.”
About Purplle
Founded in 2012, Purplle.com is one of India’s largest e-beauty destinations, with 7 million monthly active users. The platform has 1000+ brands with over 60,000 products on its website and app. The company investors include Abu Dhabi Investment Authority (ADIA), Kedaara, Premji Invest, Sequoia Capital India, Goldman Sachs, Verlinvest, Blume Ventures, and Paramark Ventures.
Purplle has successfully scaled its digital-first beauty brands, including FACES CANADA, Good Vibes, Carmesi, Purplle, and NY Bae. Purplle has built a unique, highly personalized digital shopping experience for consumers by creating detailed user personas, enabling customers to test make-up, and recommending products based on personality, search keywords, and purchase behaviour. With over 3000 employees, Purplle is well positioned to be a leader in the burgeoning Indian e-beauty space.
网站:www.purplle.com.
About Freshworks
Freshworks Inc .)(纳斯达克:FRSH)让商业软件人的爱to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 63,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the freshest company news visitm.teammarx.comand follow us onFacebook, LinkedIn andTwitter.
© 2023 Freshworks Inc. All rights reserved. Freshworks, Freshservice and the associated logos are trademarks or registered trademarks of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies.
Media Contact
Kingston David
Sorry, our deep-dive didn’t help. Please try a different search term.