New Delhi, March 10, 2015: Akosha OneDirect, India’s largest customer experience management platform, now associates with leading names like FabFurnish, MakeMyTrip and Yatra.com adding to their pool of esteemed clientele. Akosha will manage online reputation and customer feedback backed by its strong technology based approach for these reputed brands.
Akosha OneDirect Enterprise Suite technology has been built from the ground up to address specific reasons why brands are unable to actually deliver a great customer experience. OneDirect empowers marketers and customer service teams in large enterprises to manage all online customer interactions, including social media seamlessly, in a timely way to impact the overall customer experience. Akosha OneDirect is India’s only workflow management platform built for online conversations and helps bring every online mention (social media, forums blogs etc.) to a single dashboard.
AnkurSingla, CEO and founder, Akosha said, “It is a moment of pride for us to be endowed with the responsibility of lending key support to top of the line players. Being trusted by the brands that are enjoying a market leadership position is indeed a great responsibility. Akosha OneDirect is an innovative, industry-leading solution for our customers and we are confident that it will make a significant contribution in their journey towards customer service excellence. Our team is uniquely qualified with the right skill and approach to offer an enhanced experience to our customers”.
Akosha OneDirect Suite, the second generation ORM solution, can connect every social interaction with the internal CRM of the brand and enable the company’s response using the OneDirect Workflow Engine. One of the key features of Akosha OneDirect suite is the Indic Crawler built specifically to track complaints on Indian complaint websites. This unique offering captures 40 per cent more complaints than any other tool in the market.
In addition to this, OneDirect smartly classifies all online customer queries into useful categories. It’s workflow module helps in escalating and prioritizing the customer issues internally for effectively resolving customer queries. It also helps brands build a comprehensive profile of the customer, by adding all the social data into the CRM system. This enables a personalized communication across the touch points.
The clients who will be utilizing the products of Akosha OneDirect suite to create a stronger connect with their customers include:
- FabFurnish.com is India’s largest online home store with the widest range of assorted home furniture, furnishings, décor and kitchenware from over 500+ local and international brands. Founded by Vikram Chopra and Mehul Agrawal, the company was brought to India by well-known German incubator Rocket Internet. FabFurnish.com caters to the young, urban and aspirational consumers who seek to flaunt their cultivated taste for home & lifestyle within their budget. It envisions itself as a brand retailer by achieving a five-fold annual growth rate.
- MakeMyTrip, India’s Online Travel Leader has revolutionized the travel industry over the years. Founded in the year 2000 by Deep Kalra, it was created to empower the Indian traveller with instant booking and comprehensive choices. The company began its journey in the US-India travel market. It aims to offer a range of best-value products and services along with cutting-edge technology and dedicated round-the-clock customer support.
- Yatra.com is India’s leading online travel company. Positioned as a brand that believes in “Creating Happy Travellers”, it provides information, pricing, availability, and booking facility for domestic and international air travel, hotel bookings, holiday packages and bus and railway reservations. Based in Gurgaon, India, Yatra.com is a one-stop-shop for all travel-related services. A leading consolidator of travel products, Yatra.com provides reservation facility for more than 12,000 hotels in India and over 400,000 hotels around the world. Through continued excellence in providing travel solutions, responses to booking travel online through Yatra.com have also reached new heights with the company doing 20,000 domestic tickets and 5000 hotels and holiday packages a day.
Akosha.com is India’s largest platform that provides expert help for queries related to any brand or service. Customers can connect with Akosha via its mobile app, dedicated customer care helpline and website. On B2B side, Akosha OneDirect is social CRM platform that helps brands in managing their customer experience across all online channels.
Akosha has received over 13,00,000 consumer queries across sectors, including telecom, consumer appliances, ecommerce, mobile, banking and Insurance in 2014. Today, over 100 large brands use Akosha’s platform. The company has 300+ employees and 3 offices in India.
In July 2014, Akosha.com secured a funding of $5.2 million from Sequoia Capital.