Purplle is a prominent e-commerce platform in India that specializes in offering a diverse range of cosmetic, skincare, haircare, and beauty products to customers across the country. With a strong online presence and over 10 physical stores, Purplle aims to provide a hassle-free shopping experience and top-notch customer service. The brand is committed to expanding its physical footprint and reaching more customers nationwide.
Purplle needed to collect and analyze customer feedback for an enhanced experience. They aimed to establish a synchronized feedback process for in-store beauty advisors to assess customer satisfaction. Capturing feedback ensured meeting customer expectations and improving the shopping experience.
Purplle's collaboration with Zonka Feedback has led to an uplift in customer experience. With location-based surveys, automation features, and CSAT measurement, we have achieved an impressive average CSAT rating of over 98%. Our commitment to continuous improvement is evident as we are on to providing a superior beauty shopping experience for our customers.,
To address these challenges, Purplle partnered with Zonka Feedback in June 2022, revolutionizing their customer feedback and survey capabilities. The following features were leveraged:
The partnership with Zonka Feedback has had a remarkable impact on Purplle's customer experience efforts. The key outcomes are as follows: