The ecommerce sector, which has been registering the largest number of consumer complaints on the National Consumer Helpline among all sectors since the past year, is set to see a spike in October due to the ecommerce sales, led by Flipkart and Amazon India.
The share of ecommerce complaints, which stood at 18% in September, is expected to increase to at least 20% of the total complaints this month, with the two largest etailing platforms registering the maximum complaints, as per official sources.
As per statistics from the National Consumer Helpline, the share of ecommerce in overall grievances stood higher than in sectors such as telecom and banking, which had a share of 12% and 8%, respectively.
In September, the number of ecommerce-related consumer complaints surged by 22% over last year, forming 18% of 47,000 complaints, which means ecommerce saw 8,500 complaints. Last September, when the main festive sales by ecommerce players were held, 6,908 complaints were registered on the helpline for ecommerce.
Complaints against Flipkart stood at 1,236, and 1,052 against Amazon India between September 14 and October 15. Paytm Mall saw 765 complaints and Snapdeal saw over 400 in the same period.
Flipkart, however, claimed that the number stood at 1,125, of which 35% were queries. The figure is minuscule, considering that on a regular day, ecommerce shipments touch 1.2-1.3 million. However, many consumers also register complaints directly with the company or through social media and not necessarily through the helpline.
The growing number of complaints is also representative of the challenges of product returns and cancellations in the sector, which currently stands at 30% of the gross merchandise value, as per a recent report by Redseer.
According to an official, the count of complaints in the first 15 days of October stood at 4,700, and could increase based on the ecommerce sales that took place between October 10-16. Last October, the figure was 8,944. "One of the reasons for the complaints to have shot up could be because Indian ecommerce is now witnessing a lot of first-time online shoppers," said Anirudh Rastogi, founder of Ikigai Law.
"There could be a mismatch between their expectation and experience, leading to a spike in consumer complaints."
The complaints in the sector are around deficiency in services, misleading advertisements, fake products and payment issues.
or example, earlier this week, a consumer disputes redressal forum reportedly directed Amazon India and its seller to pay Rs 5,000 as a fine for failing to refund the money after they sent a wrong Apple product to the complainant.
"Customers typically contact customer support to know their order status, promotions, finance options and bank offers and this volume increases during sale events. This festive season, to provide a superior shopping experience and ensure faster resolution, Amazon.in has ramped up its customer service capacity by 2.5X," an Amazon spokesperson said.
ET had reported earlier this year that one-third of ecommerce customers receive counterfeit products, citing two surveys.
The Consumer Protection Bill 2018 and the draft ecommerce draft policy have also stressed upon the need for a consumer redressal mechanism to exist.
The government is also said to have suggested as part of formulating the draft ecommerce policy earlier this year, to direct ecommerce companies to integrate with National Consumer Helpline to address consumer issues. ET had also reported earlier this year that ecommerce sector will see several significant changes under the Consumer Protection Act, which would make etailers and marketplaces liable for fraudulent sales and defective products sold on their platforms.
Posted by Veronica Silva Cusi, news correspondent
Source: https://economictimes.indiatimes.com
Published: Monday, November 5, 2018
| 1.) |  CardBoard CardBoard: Real-time data, shows the most important KPI’s in your Contact Center. Built for data | Designed for business | Empowers teams |
| 6.) |  CallFinder speech analytics CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic... (read more) |
| 7.) |  CCube for Business Intelligence CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect... (read more) |
| 8.) |  Consilium UniInsight™ The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op... (read more) |
| 10.) |  Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) |
| 11.) |  DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more) |
| 12.) |  eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre... (read more) |
| 16.) |  MiaRec Voice Analytics A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance. Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l... (read more)    |
| 18.) |  VIEW With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance... (read more) |
| 19.) |  CXi - Customer Experience Insights Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned. CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement. Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi... (read more)  |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall