Case Study: Sharekhan achieves 30-point NPS growth with Alterna CX

Sharekhan boosts NPS by 30 points with Alterna CX

Sharekhan, one of India's largest brokers with a 1.4 million customer base, was seeking a Voice of Customer and CX measurement solution to accommodate its business needs. The company partnered with vendor Alterna CX to implement its automation solution as a listening engine for gathering transaction-specific feedback and measuring customer satisfaction across all of its channels.

By implementing Alterna CX, Sharekhan combined data from different sources into unified intelligence presented on real-time dashboards. The solution integrated with their website, mobile app, branches, SMS, and email to close the feedback loop. As a result, Alterna CX helped Sharekhan decrease first response time by 70%, close the loop with 96% of NPS detractors within 24 hours, and achieve a 30-point growth in their NPS score.

Sharekhan