Wildcraft partners with IBM to enhance customer experience

Wildcraft India Pvt. Ltd has announced its collaboration with Technology major IBM for the implementation of Customer Relationship Management (CRM) as-a-service-platform to increase customer assistance and enhance consumer experience.

The 360-degree view solution is created by IBM Services with Artificial Intelligence (AI) & Machine Learning (ML) capabilities. It assists in analysing customer interactions with the brand at multiple touch-points. The provision for a 360-degree view of every customer will help the company to offer a customized shopping experience across all channels.

Kamal Singhani, Managing Partner, Global Business Services, IBM India/South Asia states “We are proud to partner with Wildcraft India Pvt. Ltd to drive customer advocacy for higher brand affinity. IBM’s CRM-as-a-service platform has equipped Wildcraft with a 360-degree view to map their customers’ journey - from prospect, to customer, to brand advocate. Every customer will be nurtured at each stage to harness the real power of CRM, in today’s challenging times of the COVID-19 pandemic.”

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The CRM solution also includes a virtual chatbot available in English and eight other Indian regional languages (Hindi, Marathi, Bengali, Kannada, Oriya, Telugu, Tamil and Malayalam) on their website and via WhatsApp. The chatbot is enabled to handle high volume of inquiries and complaints about products, policies and procedures. It will confirm users and aid user-specific information and transactions. Apart from understanding the real intention of customers through natural language processing (NLP), it will analyse the emotions behind customer responses and transfer the conversation to a live agent, if needed.

 “At Wildcraft, we have always believed in harnessing the power of the unknown. In the last couple of months, we have been able to reach out to some of the remotest areas in the country to enable everyone to be safe and be ready. A lot of these consumers are first time users of Wildcraft and it was necessary to create a mechanism to reach out to them effectively. Partnering with IBM allows us a robust technology-driven platform to understand our consumers and their wants. This will help us make our products better and customise them according to the larger needs,” said Gaurav Dublish & Siddharth Sood, Co-Founders, Wildcraft India Pvt. Ltd.

The CRM-as-a-service solution empowers customers to get all relevant information about the brands, products and services of Wildcraft through a single window. This initiative is part of the company’s development strategy to facilitate greater customer engagement by comprehending preferences.