Purplle ameliorates customer experience with Freshworks

By

Isabelle Crossley

Published
Mar 16, 2023

Cosmetics business Purplle has joined forces with Freshworks. In order to ameliorate its customer support offering for e-commerce, the business has implemented Freshdesk Analytics software to offer shoppers personalised digital conversations.  

“With great volume comes great responsibility, and customer delight is at the heart of all that we do at Purplle,” said Purplle’s associate director of customer experience Anchit Agarwal in a press release. “With the implementation of the Freshdesk software, our agents can collaborate faster, automate almost all customer queries and provide hyper-personalised experiences that create repeat customers.”

Purplle’s investment in its digital customer service offering shows the rising importance of the online shopper experience in the Indian market. Freshdesk has been tasked to unify communications for customer-facing agents at Purplle to greater personalise responses and increase customer satisfaction. Purplle can access Freshworks’ analytics to track common digital communication issues and fix them and better assist customers with their beauty and order-related requirements. 

“Freshworks helped Purplle streamline the customer response process for our agents, resulting in faster response time to customer queries,” said Agarwal. “With Freshdesk, our team no longer needs to toggle between multiple information screens, making the customer experience more seamless. With everything in one place, our agents and customers are equally delighted!” 

“Beauty brands are reaching more people because of social media, influencer marketing, and direct-to-consumer business models,” said Freshworks’ vice president of sales Karthik Rajaram in a press release. “As brands grow, exceptional customer experiences can be a differentiator. We’re excited to see Purplle build lifelong customer relationships through personalised conversations.”