Case Study of Meesho

Executive Summary

Meesho moved it support delivery from app based to telephony with the help of C-Zentrix's Contact Center Solution.

Challenges

Meesho, an app based e commerce re-seller platform provides a marketplace for sellers to buy and sell. Majority of its support was delivered through the App but its major user base, housewives, did not feel comfortable using the app based support. Meesho now provides tele support with the help of CZ SME Suite.

What Changed At Meesho

Meesho used to manage the payment and product delivery related queries it got through their app but wanted to expand their support process to service their growing seller base. They chose CZ SME Suite to handle multiple queries simultaneously and avoid delays in answering their sellers queries. They also got a robo call feature to send out automated calls informing the sellers of product delivery and order confirmation. In addition they got an easy to use DTMF based C-SAT tool through which they can take seller feedback. We integrated CZ SME Suite with the Zendesk CRM that they use, over CZ Bar. This integration gives them a greater understanding of their sellers buying pattern.

What This Means

• Meesho could expand its service delivery to support its seller base with telephony.
• The CZ Bar and Zendesk CRM integration allows for their agents to access multiple functionalities from a single screen. The CZ Bar helps their agents save time by accessing the calling functionality from the CRM screen and also helps keep their data centralized.
• The robo call functionality has automated their information delivery system.
• The DTMF input based C-Sat mechanism helps Meesho collect seller feedback with simple press 1, press 2 format.