Meesho Case Study

Ecommerce Experience, Simplified

Meesho, provides its WHAT YOU'LL FIND INSIDE: customers the comunication platform of their choice CZ SME SUITE TRANSFORMED MEESHO'S SUPPORT DELIVERY FROM with C-Zentrix Telephony. PURELY APP BASED TO TELEPHONY

Executive Summary Meesho moved it support delivery from app based to Meesho is an Indian-origin social telephony with the help of C-Zentrix's Contact Center commerce platform founded by IIT Delhi Solution. graduates Vidit Aatrey and Sanjeev Barnwal in December 2015. It enables Challenges small businesses and individuals to start Meesho, an app based e commerce re-seller platform their online stores via social channels provides a marketplace for sellers to buy and sell. such as WhatsApp, Facebook, Instagram Majority of its support was delivered through the App etc. Meesho is headquartered but its major user base, housewives, did not feel in Bengaluru, India and was one of the comfortable using the app based support. Meesho three Indian companies to be selected now provides tele support with the help of CZ SME for Y Combinator in 2016. Suite. .

Copyright 2019 | 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 " Their SME solution has improved our screen. The CZ Bar helps their agents save time by productivity, efficiency and quality. We accessing the calling functionality from the CRM screen and would definitely rank them high in also helps keep their data centralized. telephony solutions. " - 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.

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