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AI-Powered Customer Feedback Management System for Marketplaces

plavno.io

eCommerce

Logistics

Fulfillment

Ecommerce Challenges

Stocklytic's marketplace sellers struggle with managing a high volume of customer reviews, leading to time-consuming response processes, inconsistent feedback handling, and difficulty in proactively addressing customer concerns. This impacts customer satisfaction and potentially hinders sales growth.

About the Client

Real-time inventory and fulfillment platform specializing in quick commerce and ecommerce for regulated products in food, beverage, consumer health, and beauty industries.

Project Objectives

Reduce time spent on order processing and customer feedback management.
Improve customer satisfaction and Net Promoter Score (NPS).
Empower sellers with seamless and AI-driven customer interactions.
Increase sales growth by proactively addressing customer feedback.
Develop a scalable and easily integrable CRM system for marketplaces.

Functional Requirements

AI-powered feedback management dashboard.
Automated review response tool with a hybrid response system (automated & manual).
Internal CRM for sellers (listing creation/management).
Real-time sales analytics dashboards.
Comprehensive review and NPS analytics.
Built-in moderation system for AI-generated responses.

Preferred Technologies

Python

Django

PostgreSQL

Machine Learning

Integrations Required

Marketplace platforms (e.g., Shopify, Amazon, Etsy - to be determined)
Existing Stocklytic platform (for data synchronization)

Key Non-Functional Requirements

Scalability to handle a large volume of customer reviews.
High performance and responsiveness.
Data security and privacy.
Reliable and accurate AI algorithms.

Estimated Impact

The AI-driven CRM system is expected to result in significant time savings (43% less time on order processing, 80% less time on reporting), improved customer satisfaction (94% accurate response rate), and ultimately contribute to increased sales and a higher Net Promoter Score (NPS).