Practical applications in e-commerce to elevate metrics and drive value creation

By Sheshgiri Kamath, CEO and Co-Founder, Kapture CX

In the dynamic world of e-commerce, ensuring consistent and high-quality customer service is crucial, particularly during peak shopping periods like Black Friday, flash sales, and festive season sales. Contact centres face a surge in customer inquiries related to order statuses, product availability, and shipping delays.

Maintaining service quality during these times is essential for customer satisfaction and reducing cart abandonment. Automation in Quality Assurance (Auto QA) has emerged as a vital tool to help e-commerce businesses keep up with these demands, driving value creation by elevating key performance metrics.

The shift from manual to automatic QA: Addressing the challenges

Manual Quality Assurance (QA) has traditionally played a role in evaluating agent performance and ensuring service standards. However, it comes with limitations that hinder scalability and effectiveness. Reviewing each customer interaction manually is time-consuming, costly, and often focuses only on ...