Tata CLiQ to Redefine Customer Experience with Salesforce

Salesforce has announced that Tata CLiQ has leveraged Salesforce Service Cloud, to deliver the right experiences across multiple channels to consumers with contextual, proactive and personalized interactions. Tata CLiQ aspires to be a renowned e-commerce company, offering its customers best-in-class services such as on-time delivery and hassle-free returns. PwC was an important partner in the implementation process, enabling end-to-end deployment and smoothly changing Tata CLiQ’s service experience by providing a comprehensive picture of client information.

Tata CLiQ also implemented the Visual Remote Assistant (VRA), which allows the company to deliver the same level of assistance as in-person visual instruction, often in real-time. This browser-based solution enables employees to connect with customers in real time via live remote assistance to capture the necessary images for return scenarios.

Since the deployment of Salesforce, service agents have had a unified view of the client, resulting in greater efficiency via advanced dashboards and reports that help teams make data-driven decisions. The Single Source of Truth, according to Tata CLiQ, has boosted agent experience by 30 percent. The resolutions team cut average handling time by 8 percent while increasing first-time resolution rate by 15 percent.