When I first started going into the market to sell our services to big Indian ecomm sites it was surprisingly easy to get the concept across 

One complaint which was common to all mid and large size retailers was of customers not purchasing anything even after staying on the site for a while. This they thought could be due to faulty web-design, some glitch in their shopping cart or a small bottleneck in the purchasing work-flow which used to irritate the buyer and he / she would log off or close the link.

Also a lot of the query emails sent by the buyer would go unresolved for 48 hours and more. Simple stuff around credit cards, discount schemes etc which the website FAQ’s could not answer would lie around for days without being answered.  A high level of attrition amongst the junior staff would also hamper their response times.

Once we embedded Ala (beta testing going on for some clients) either on their existing SMS platforms or their website, we saw  fewer L0 and L1 calls / emails come through to their support but more importantly dropouts at checkout time reduced.

The knowledge base for each site is constantly being upgraded so that all queries no matter how daft they seem can be taken care of without any human intervention.

Interestingly this has led to a symbiotic relationship between Ala and his clients – they want more people to come and talk to him and thus increasing the knowledge of Ala and his ability to answer and resolve problems….

A good start!!