Company Description
An e-commerce marketplace for furniture and home decor that has expanded into a significant omnichannel presence across India.
Company Size
1000+
Industry
Furniture Retail & E-Commerce
PepperFry is India's leading online furniture and home decor marketplace, founded in 2011 by Late Ambareesh Murty and Ashish Shah. With over 140 Studios across India, PepperFry has established itself as a dominant player in the furniture e-commerce space, serving millions of customers with a diverse portfolio of home furnishing products.
As India's largest furniture e-commerce platform, PepperFry's manual QA processes were creating significant bottlenecks that hindered customer experience and operational efficiency:
Limited Coverage: Only 3-5% of customer interactions were being analyzed, leaving 95% of conversations unmonitored.
Resource-Intensive Process: QA team spent 80% of their time manually listening to calls, limiting strategic focus
Manual Feedback: Create latency and over-reliance on QA for TNIs slowed refresher planning.
PepperFry partnered with Prodloop to implement a comprehensive Auto QA solution that leveraged AI-powered voice analytics to transform their quality assurance process.
Key implementation features:
100% Interaction Coverage: Gen AI-powered analysis of all customer support calls.
Multi-Language Support: Analysis in all major Indian languages to serve PepperFry's diverse customer base
Real-Time Insights: Automated categorization and scoring of interactions with instant feedback
Customizable Scoring Frameworks: Tailored evaluation criteria specific to furniture e-commerce requirements
100% interaction visibility + instant agent feedback + automated up-sell detection: Financial benefits, operational savings and measurably superior customer experience.
Automated QA Efficiency Revolution: 85% time savings: Manual QA review reduced from 5 days to 0.75 days per auditor per month. Instant analysis and scoring vs. previous 3+ day delays
Immediate Agent Performance Enhancement: Agents receive performance insights within hours, not weeks. Automated evaluation across empathy, resolution effectiveness, compliance, and product knowledge
Up-sell & Revenue Optimization: 20% improvement in assisted buying conversion. AI identifies optimal moments for product recommendations during support calls
Customer Experience Impact: CSAT jumped from 93% to 96%: Direct result of consistent, high-quality service delivery. 10% boost in First Call
Resolution: Better-trained agents resolve issues without callbacks .
Boost in First Call Resolution
Increase in assisted buying conversion
“Before Prodloop, our strategic decisions were based on just 3–5% of customer interactions, and agents depended on QA for feedback. With Prodloop’s AI-powered Auto QA, we now have 100% visibility, real-time TNIs, and automated audits and feedback.
This empowers Team Leaders/Managers with instant access to agent-level insights via the dashboard, enabling faster coaching and sharper refreshers. We have witnessed substantial financial benefits and shifted to a proactive, data-driven culture that’s elevating customer experience.”
Read more Case Studies
