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35% increase in CSAT : How a Beauty E-commerce improved their customer service training with RapL

About the case study

This case study is about a “beauty E-commerce” unicorn from India. This company provides personalized shopping experience for their customers to meet all their beauty, cosmetics and personal care needs. The company faced declining CSAT scores and wanted to train their customer service teams effectively on customer handling skills and SOPs. RapL helped them to train their customer service teams effectively with knowledge mapping and a microlearning model.

The RapL Impact

35%

Increase in CSAT

2X

Training ROI

15%

Increase in FCR

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ISO 27001:2013

Overview

ISO/IEC 27001:2013 is a security management standard that specifies security management best practices and comprehensive security controls following the ISO/IEC 27002 best practice guidance. The basis of this certification is the development and implementation of a rigorous security program, which includes the development and implementation of an Information Security Management System (ISMS) which defines how RapL perpetually manages security in a holistic, comprehensive manner. This widely-recognized international security standard specifies that RapL do the following:

  • We systematically evaluate our information security risks, taking into account the impact of threats and vulnerabilities.
  • We design and implement a comprehensive suite of information security  controls and other forms of risk management to address customer and architecture security risks.
  • We have an overarching management process to ensure that the information security controls meet our needs on an ongoing basis.

RapL has certification for compliance with ISO/IEC 27001:2013. These certifications are performed by independent third-party auditors. Our compliance with these internationally-recognized standards and code of practice is evidence of our commitment to information security at every level of our organization, and that the RapL security program is in accordance with industry leading best practices.

SOC 2

Overview

SOC 2 compliance is a set of standards that organizations use to ensure the security, confidentiality, and integrity of their systems and data. SOC 2 compliance is often required by organizations that process or store sensitive data. RapL has compliance with SOC2 Type II report.

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