Customer Success Story
Transforming EMEA's Leading E-Commerce Platform
Most recommended E-Commerce platform in Turkey
How Hepsiburada leveraged Alterna CX's advanced analytics to achieve 89% accuracy in NLP-based customer insights and became Turkey's most recommended e-commerce platform.
Problem
- Rapidly changing customer expectations amid declining loyalty in the Turkish e-commerce market, intensified by competition from Amazon and Alibaba
- Lack of real-time, data-driven customer insights preventing proactive decision making
- Difficulty connecting customer experience improvements to measurable financial impact and ROI
Implication
- Increased difficulty retaining customers as churn could happen within minutes of poor experiences
- Manual processes and inefficient resource allocation leading to missed opportunities and reactive responses
- Customer experience initiatives disconnected from strategic business decisions, making CX investments harder to justify
Solution
- Implemented comprehensive measurement system analyzing 2M+ daily orders and customer experiences through a unified platform
- Deployed automated NLP-based AI models achieving 89% accuracy in classifying customer feedback across millions of interactions
- Integrated instant team notifications via Slack for rapid organizational coordination and swift recovery actions across all departments
Benefits
- Saved hundreds of man-hours through automated analysis, eliminating manual CX team processes
- Enabled proactive identification of emerging trends and discovery of previously unknown issues in customer data
- Accelerated response times leading to increased customer lifetime value and retention
- Achieved recognition as "Most recommended e-commerce platform in Turkey 2024" with the highest NPS score in the market
Key Results
2M+
Daily Orders Analyzed
89%
NLP Accuracy
#1
Most Recommended Platform
100+
Hours Saved Monthly
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