Customer Success Story

How Hepsiburada Turns Millions of Customer Signals into Faster, Data-Driven CX Decisions

E-commerce Text Analytics AI Analytics

Hepsiburada, one of Türkiye's leading e-commerce platforms, uses Alterna CX to analyze customer feedback across millions of orders. NLP-based AI models classify feedback automatically with 89% accuracy, instant Slack alerts help teams act fast, and the CX team can now show the financial impact of customer experience to senior management.

89%

Accuracy in Automated Feedback Classification

10 pts

NPS Increase From a Single Change

100s

of Hours Saved Through Automated Analysis

Full Case Study

See How Hepsiburada Connects Customer Experience to Business Results

From Millions of Customer Signals to Measurable Business Impact

About

Hepsiburada is one of Türkiye's leading e-commerce platforms, serving millions of customers through its marketplace of sellers, products and delivery partners.

The Challenge

In Turkish e-commerce, customer expectations change quickly and loyalty is declining. Hepsiburada needed real-time, data-driven insight to act proactively, and a way to connect CX improvements to financial impact.

We have reached a point where we can clearly understand the financial impact of customer experience. Being able to generate these insights much faster with AI significantly makes the job of CX professionals easier.

Caner Çapay | Head of Customer Experience, Hepsiburada

Watch how one change increased Hepsiburada's NPS by 10 points →