Rediff’s Powerful Algorithms Responsible for One of the Most Efficient Response and Query Resolution in Indian Online Shopping Industry
Mumbai, India - Rediff.com India Pvt. Ltd (NASDAQ: REDF) (“Rediff” or “the Company”), India-based internet company which delivers digital content and commerce services, announced today a superior rating of its user query response and resolution times by Akosha OneDirect, a social CRM platform that aggregates consumer queries across online channels onto a single dashboard.
In March 2015, Rediff.com responded to shopping related queries on social media in less than two hours, as opposed to the average of 1.5 to 6 days taken by industry competitors. The Company also recorded a quick turnaround time for query resolution, reaching a solution in less than 5 days. Akosha OneDirect, rated Rediff’s response and resolution times superior to its peers in the online industry in India.
This industry-leading response time is facilitated by Rediff’s Customer Delight Centre which uses algorithms to compile order-related queries placed by consumers across multiple channels, including phone and email, in real time. Rediff’s expertise in data engineering led to the creation of these algorithms, which auto-detect the key content of queries submitted by customers via email, thus streamlining and improving resolution time. The system enables classification of queries and batch processing to deliver responses to similar queries simultaneously. The essential information is extracted and provided to the service agent instantly, thereby facilitating faster responses and query resolution, and in turn satisfying customers.
“Our platform serves an audience of more than 16 million users in India every month, which is growing at 30% year-over–year, as reported by ComScore Media Metrix. We are in an advantageous position to efficiently meet the information needs of this expanding user base with robust data analytics and algorithms, thus helping us win over the confidence of our customers,” said Ajit Balakrishnan, Chairman and CEO, Rediff.com India Ltd.
About Rediff.com India Limited
Rediff India (NASDAQ: REDF) is an India-based internet company which delivers digital content and commerce services. Founded in 1996, Rediff.com is headquartered in Mumbai, India with offices in New Delhi, Bangalore, Chennai, Hyderabad and New York. For additional information, please visit http://www.investor.rediff.com.
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