Naaptol emphasizes on better customer management; strengthens CRM Team

Naaptol Online Shopping Pvt Ltd, owner of the shopping site and a leading player of the home shopping industry in India, plans to strengthen its Customer Relationship Management Team (CRM) for superior customer management. Naaptol currently services 50,000 calls a day on its order line supported by a trained and customer focused 24X7 call centre managed by 800 executives.

Making "Customer Comes First" as the motto of the company, the management currently has dedicated 150 customer delight executives to support the customers in 8 different languages. The CRM team is dedicated to resolve any issues the customers may face and take quick action under any of the following conditions -

- To update the customer on status / ensure speedy delivery due to delay in shipments by its vendors

- Enable refund or even replace a product within 3 days from the date of purchase

According to Manu Agarwal, Founder & CEO,, "Naaptol has seen 50% repeat purchases in all major categories and by strengthening our CRM team we want to create strong customer base to resolve any problem that they may face. We have also come up with reverse logistics method, where customers can send back the parcel, without any extra cost and get replacement or refund as suitable."


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