The Art of Customer Service

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An eCommerce brand that provides customers with beauty and skincare products within every budget. It was crucial to teach employees how to handle grievances to ensure exceptional customer support. RapL helped its employees master the art of customer service through scenario-based learning. This helped them in their jobs.


Customer service and support are important parts of any business that cannot be ignored. SOPs (Standard Operating Procedure) and policies are essential to perform your job. But, it is not the first thing employees remember. They often find themselves in a situation where they are not sure what use case would be best for their need. Communication skills, whether verbal or written, is yet another aspect of customer support. This too needs attention to handle customer grievances effectively and efficiently.



RapL’s repetitive learning model made it easy for employees to perform their jobs much more efficiently. All they had to do was spend 3-5 mins a day, which led to continued improvement daily. This grew over a period of time, resulting in substantial improvement in mastering topics and filling in the knowledge gaps.




Since going on board with RAPL, we have been able to push content regularly to our agents and managers. This has enabled us to provide and rest real-time updates. The scores from RAPL are also aligned with agent incentives. We now hope to move to the next phase in L&D with RAPL as a dedicated partner!


Customer Service Lead – Training & Quality


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ISO 27001:2013


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 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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