At a time when scores of companies are automating customer experience interactions, voice calls still make up the majority of customer queries at Flipkart. With a large customer base from Tier 2 and Tier 3 cities in India, email and chat account for a much smaller chunk of interactions. That’s why, when the COVID-19 lockdown had caused Flipkart’s helpline services to be temporarily suspended, the Customer Experience team worked rapidly to enable agents to take voice calls from the safety of their homes. Read how teams from across Flipkart came together to keep the Customer First promise, even amid a global pandemic.
Now, more than ever, doctors and paramedical staff who are working tirelessly on the frontlines of this battle need our support. There is an urgent need for personal protective equipment (PPEs), including N95 masks and medical gowns for medical staff, as well as other necessities for vulnerable communities.
Amid the lockdown, many customers have turned to e-commerce to get their daily needs. Grateful for the option to get their essentials delivered, our customers have sent in messages of thanks, saying that it’s e-commerce that’s helped them not only get their supplies, but also stay safe. Read on for some heartwarming accounts.
Even as the nation goes into extended lockdown, e-commerce has become the lifeline for the country, keeping workers employed and delivering essentials to millions of customers. Curious about what's going on behind the scenes? Take a look at these pictures from Flipkart's fulfillment centres, warehouses and delivery hubs in the time of COVID-19
From making sure that our customers get their essentials no matter what, to ensuring that they always have someone to talk to, Flipsters are working behind the scenes to join the dots and make this difficult time a little more bearable. Read the stories of our very own COVID-19 heroes
As the world awaits a cure to the COVID-19 virus, keeping entire populations indoors and enabling e-commerce to service them is probably the best way to break the chain of transmission. So, what does it take to keep 1.3 billion people indoors for a prolonged period without fanning unrest? The answer lies in ensuring essential products continue to be produced, transported and delivered to people at their homes.
Krishna Raghavan, Chief People Officer - Flipkart, outlines the initiatives being rolled out to keep employees working remotely productive, engaged and connected during the lockdown necessitated by the COVID-19 public health emergency