Customer Success Manager

1. Always Available, Always Accurate (Digital In-stock)

Ensure that product listings are live, available, and accurately reflect stock. Use proactive inventory alerts (red-flag <10 units) to replenish before outages.

• Goal: No out-of-stock surprises for customers.

• Tools: EasyEcom, Crest, Real-time dashboards.

2. Clean, Clear & Premium Website

Your website is your digital store. Keep the UI clean, mobile-optimized, and user-friendly.

• Product images: High-res front/top/back view.

• Descriptions: Rich, informative, and easy to scan.

• Loading time: <3 seconds.

3. Knowledge in Clicks (Content is Product Expertise)

Provide in-depth product information as you would in a physical store.

• Use bullet points, FAQs, how-to-use sections.

• Include care instructions, specs, and benefits.

• Link to videos or blogs if available.

4. Polite & Prompt Support (Your Associates Online)

Customer queries should be responded to within 2–4 hours on weekdays.

• Channels: WhatsApp, Email, Exotel Calls, Limechat.

• Use friendly, human tone; avoid robotic replies.

• Enable real-time order tracking (via Clickpost).

5. Proactive Help & Clear Communication

Preempt problems. Communicate any delays, stock-outs, or changes before the customer asks.

• Notify on order confirmation, dispatch, delivery attempt, and delivery.

• Share photos of packed order if possible.

• Auto-escalate unhappy flows (e.g., delivery failed, payment stuck).

6. Delight Through Packaging & Unboxing

The first real 'touchpoint' is the product unboxing.

• Use branded, eco-friendly, damage-proof packaging.

• Add a small thank-you note or story card about PTAL and the product’s legacy.

• Ensure proper labeling (MRP, FNSKU, etc.).

7. Easy Returns & Hassle-Free Refunds

Clear return policy builds trust.

• Enable one-click return initiation.

• Process refunds within 2–3 working days.

• Always ask for feedback after a return to improve.

8. Customer Comes First (Always)

Even when it’s not your fault (e.g., courier issue), own the resolution.

• Escalate internally for red-flag orders.

• Offer apology gifts/coupons for genuine escalations.

• Resolve with empathy — it’s not a transaction, it’s a relationship.

Bonus: Post-Purchase Love

Follow-up matters!

• Ask for product and unboxing rating (1–5 stars).

• Send how-to-use guides.

• Offer reorder/reminder nudges for consumables.