Published on January 06, 2023
Early in 2022, when mjunction first approached TBExG, it was working on developing a robust customer engagement experience process for their three lakh plus small to medium customers. This exercise would involve understanding the customer journey and the various touch points involved, with the final objective of improving the customer’s experience.
In this respect mjunction, wanted to understand best practices from group companies in the following four areas:
- Mechanisms of collecting VOC from a large base of small (MSME/SME) customers
- Customer relationship management, including complaint management
- Action planning and review mechanisms to improve customer service
- New technology used to capture VOC and assistance in customer complaint resolution and management
To assist mjunction in its improvement endeavours, TBExG facilitated best practice sessions with Tata Cliq and Voltas. Ashish Himthani, Head - Customer Experience Service from Tata Cliq and Girish Shah, Head - Customer Services at Voltas shared their respective practices with the mjunction team on February 23 and 25, 2022, respectively.
Post analysis, mjunction found that conducting the CSAT surveys once or twice a year did not help them cover the entire customer base. They found that collecting feedback continuously was needed to ensure that all active customers were providing their candid feedback immediately.
Finally, in November 2022, mjunction introduced a similar feature of capturing customer feedback immediately after a transaction on its auction platform.
Today, such an intervention has helped mjunction leap forward in their company goals, which they are deeply grateful for.
At mjunction, we also conduct our BCSS (Bidding Customer Satisfaction Surveys) every year. We did some analysis on the historical data and found that we were only capturing 30% of our total customer base every year. This led us to evaluate and implement the Tata Cliq idea of capturing continuous and immediate feedback from our customers, immediately after their transaction in our platform.— Neeraj Sharma, Senior Manager (Customer Service), mjunction