KARMANTA

Team Name - Analytics vita

Diksharth Harsh
Shubham Mundra
Shivam Goel
 Who are they What do they want How to Provide The Assistant

The Target Group – Who are they?

Age group 25-35 year old Total Universe

Corporate life, entry or • 3.2 million population (35.2%)
Profession • 741813 households (40% of total)
mid management
• SEC A/B/C = 57.1% the complete
Location Mumbai Suburban households

SEC SEC A/B/C Assumptions

• Household size = 4.44
• SEC distribution in a similar fashion
Social Media savvy and Tech Savvy as
well as busy lifestyles with little time to Calculations
spend, daily commuter, urban dwellers, Total sample = 741813*57.1%
seek value for money = 423575

423575 Households
1.88 million people 2
 Who are they What do they want How to Provide The Assistant

Research – What do they want?

Primary Research – 42 Respondents Secondary Research

Factors which affects buying online 56% people goes 35% of total order return rate;
online after visiting 20% because of returns by
50%

40%
a display ad 35 consumers and rest 15% due
to no show at delivery
30% 76% respondents
20% said they look for a 60-65% of the total orders
10% return policy before placed have Cash On Delivery
purchasing online as the payment mode
0%
Trust Returns Return Lack of Others
Payment Face
Major trends regarding online returns
Favorite mode of payment 64%
73% of respondents believe
in COD (Cash On Delivery)
73 mode of payment only;
citing trust issues
People will order
online more if return
to a physical store
Easy returns
policy
Hassle-free
return
In-person
return
 Who are they What do they want How to Provide The Assistant

The Purchase Funnel – The ‘As is’ Condition

Seek Peer opinion Price Customer
Associated
Choices Brand Value conscious Loyalty

Ads across Returns COD

Influencers Delivery
different Policy Availability
Time
channels

Awareness Opinion Consideration Preference Purchase

Sponsoring RWAs Suggestions from Asking the right questions Sorting and Suggesting Help in choosing
• Provide society ‘Customer Assistance’ • The customer assistance • On the basis of my payment option
billboards, as that • Providing blatant program would suggest past purchases, the • The program can
will grab more suggestion to the the right size & company program will sort the aid in pushing
eyeballs customer as per its Valet Delivery Personnel products in the similar COD (by Card) or
• Ads over the past purchase record • Option to trial &return in fashion and suggest POD – a win-win
websites of RWA & product ratings 15 mins to the same them to the customer situation for both

Improving the ‘As Is’ condition

 Who are they What do they want How to Provide The Assistant

Customer Assistance Program

Strengths of the program ABCKart
Barriers
Because of the ‘Customer Assistance’ program, the Even in a city like Mumbai
company can induce trust amongst its employees Suburban, there are more than
10 languages being spoken,
BUDGET leading to linguistic issues with
the e-commerce companies

BRAND
Even from our research, we
found that people likes more to
View all >
buy if they are aware of any
Let customers Pushing to more Providing the physical store to return, along
know of the cashless mode & best in-class with the enhanced brand value
returns policy sharing benefits product only
May I Help
People are unaware of such
Search
chatbots and their capability,
example DISHA of Indian
Railways, hence it should be
The Customer seen as Interactive Assistant
More Trust amongst the Customers Assistance Program
THANK YOU!