Sprinklr, the customer experience management (Unified-CXM) platform, announced that Vodafone Idea (Vi) is using Sprinklr Modern Care, Modern Research and Social Engagement & Sales to transform its digital customer service and engagement strategy and design a seamless process for addressing Google reviews.
Vi runs a network of more than 450 retail stores and 2,000 small stores with over 230 million customers across India. Vi realized that it was important to address customers’ Google reviews and take action for the respective stores.
Before Sprinklr, Vi agents would respond to Google reviews by asking customers to email them for assistance. Through this process, the agent would often lose the context of the original details posted to Google, resulting in a poor customer experience.
With Sprinklr’s support, Vi has achieved: 500 percent increase in Google reviews from June to Oct. 2022; 40 percent increase in positive Google reviews for physical stores in 2022; and 2.4x faster response time to Google reviews in 2022.
“All the retail, physical, and digital experiences are converging for Vi. We can now utilize Social Listening to encourage better in-store retail experiences. This has created a pipeline for us to hold store executives responsible in a way that was not possible before,” said Ashish Sharma, Executive Vice President, Customer Service Head, Vi.
“With automation and AI built into Sprinklr’s unified platform, Vi can efficiently manage large volumes of customer inquiries and reviews while gaining insight to improve its services for years to come,” said Ragy Thomas, CEO & Founder, Sprinklr.
Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50 percent of the Fortune 100.