Retail & Ecommerce BPO

Make a connection

beyond the sale

We help our retail and e-commerce clients make the most of every relationship, and keep customers coming back on the strength of greater value and customized offerings.


Retail and E-commerce

From brick-and-mortar to click-and-order, the retail industry has transformed over the last decade. E-commerce and M-commerce are fast emerging as viable alternatives to traditional retail channels. Across horizontals (fashion, jewellery, consumer goods, groceries, etc.) sellers across formats and geographies are facing unique challenges, for which there is no precedence. Be it deciding on the format mix (invest in more stores or strengthen online presence?), pricing issues (how to price goods that are available at different discounts on different platforms every day?) or devising channel strategies (buy from distributors or directly from manufacturers?), the scale and nature of challenges facing retailers is unprecedented.

While several physical stores are establishing an online presence, interestingly, quite a few online retailers are setting up physical stores as a means of getting customers to engage with the brand and establishing credibility. There are no clear thumb rules for growth. As such, the retail industry is seeing immense volatility. Pace of decision-making, ability to align organizational structures and systems, increased focus on alliances and enhanced focus on listening to the customer are being seen as critical success factors.

Areas of specific interest to retailers (both traditional and online) are lead generation, unique customer service solutions and sustained customer engagement. Players in the retail industry are increasingly looking at business process outsourcing service providers that can help address their needs successfully in these areas, and help bring greater predictability to their business.

At Conneqt Business Solutions, we work with several global retail and e-tail players, helping them address the challenges of a changing world, with customized solutions.


Offerings and Benefits


Seasonal sales
Resolving customer complaints
Influence of technology on customer expectations
Technology integration
Proper governance and data security


  • Lead generation
  • Cross-sell, Up-sell
  • Tele-sales
  • Integrated campaigns
  • E-mail campaigns
  • Force
  • Feedback
  • Observations
  • Requests
  • Complaints
  • Enquiries
  • Multilingual customer service
  • Social listening and online reputation management
  • 24x7, omni-channel services
  • Product support
  • Technical support
  • Applications support
  • Installation & trouble-shooting
  • Process audits
  • Quality audits
  • Compliance audits
  • Performance audits
  • L&D for ecosystem
  • L&D platform certification
  • Order verification
  • Order management


  • Analytics-based targeting to maximize marketing ROI
  • Customized offers in lean season to sustain customer loyalty and interest
  • Process-driven capture, resolution and follow-up to resolve complaints comprehensively
  • Higher credibility and brand affinity
  • Addressing diverse queries and expectations across geographies
  • Timely response and resolution, leading to stronger word-of-mouth
  • Better integration between back-end and front-end systems
  • Better integration between systems and business processes
  • Better governance in the face of changing market dynamics
  • Establishing control mechanisms to enable smooth shift from traditional to online retail
  • Higher customer confidence in online transactions

Case Studies


Conneqt Business Solutions partners closely with leading retail and e-tail companies, delivering significant business results:

  •   Fitness and Weight Loss
  •   Fashion Retailer
  •   Electronics
  •   Home Appliances

The creator of America's most popular fitness and weight loss solutions

  • Improved sales conversion rate from 60% to 95% for HDCB (Hard Decline Call Back) desk
  • Increased sales per contact by 38%
  • Consistent customer satisfaction scores of 95%
  • Reduced time spent on processing an order from 8 minutes to 6 minutes
  • Continuous process improvements led to improved Better Business Bureau (BBB) rating, based on customer satisfaction scores
  • Escalations as low as 0.00005%
  • Provided a cost-effective solution for a premium service with 24x7 live chat support (cost per contact 50% lesser than other vendors)

Online fashion retailer with presence in UK, USA, Australia, France and Europe

  • Reduced turnaround time from 24 hours to 4 hours
  • Improved quality scores from 60% to 90%
  • Initiated proactive segregation of emails on priority basis, resulting in enhanced customer satisfaction
  • Displayed flexibility by handling double the daily volumes during retail peak season
  • Brought about reduction in customer complains to zero

India's leading large format chain for consumer electronics and durables

  • Reduced cost by 37% in front office and 28% in back office
  • Reduced repeat calls from 33% to 21%
  • Reduced delivery complaints from 33% to 15%
  • Improved first time call resolution from 50% to 80%, within 6 months
  • Complaint closure maintained at 96% through persistent follow-up with stores
  • Reduced customer complains on social media from 15 per day to almost zero

One of India`s leading home appliances brands

  • Enhanced customer service experience through multilingual support
  • Improved quality score from 80% to 94.5%
  • Reduced repeat calls from 65% to 45%
  • Utilization at 85% utilization against target of 70%


Happy Employees


Successful Customer Connects


Feet-On-Street Locations; 29 Delivery Centers


Customer Languages


How can we help you?

© 2019 Conneqt Business Solutions Limited.
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