Is Snapdeal a safe shopping site? Do you receive genuine products from Snapdeal? Can I shop online via Snapdeal and be assured of good quality? These are some of the many questions you might read when browsing the web about Snapdeal. Of course, this is bound to generate trust issues among the customers. But you know what’s the best part? Snapdeal has been on this mission to regain their trust in every possible way.
Why Is Snapdeal Safe?
You know it’s said that you shouldn’t believe it until you try. That’s what we also believe at Snapdeal. Jo dikhega, woh bikega. With this philosophy in mind, Snapdeal is increasingly focused on enhancing the customer experience with each order. But how do we do it?
Each complaint is considered to be of supreme importance. Even before you place an order, we are available to solve all the doubts in your head. We simply want to make lives easier for our customers. For instance, most of our consumer base lies in Tier II and Tier III cities and based on how tech-savvy they are, we try to simplify each step for them. Right from the start, if a consumer is unable to make a purchase decision, we’re just a call away. The dedicated customer care team answers all your questions pre-purchase so that you can make an informed choice.
Another commonly arising concern is that of the quality of the products. Gone are the days when you would have to be worried about receiving the wrong product from Snapdeal. The efficiency in finding the right sellers, setting quality standards, and ensuring good end-to-end delivery has increased by 2x. The customer experience team conducts thorough reviews and sprints to check loopholes in its system. During this, one such issue brought to the attention of the team was return requests. To identify the source of this, an activity was conducted and close to 300 listing corrections were made in the last 6 months to provide the customer with the right information at the onset.
The return request process has also been simplified for the customer’s convenience. While earlier Snapdeal would raise the request for the customer from their end, it has now been entirely automated. However, in cases where the customer is unable to reach the seller, then the customer experience team intervenes and takes care of the concern from there on. It is also made sure that the delivery partner’s number is accessible to the customer once the order is ready for dispatch. In one such scenario, the number wasn’t available on the portal and there was a delay in delivery. In this case, the issue was escalated to the advisor and it was resolved between 24hrs- 48hrs. That’s how quick is the turnaround time for Snapdeal’s customer care team.
Another initiative in the pipeline includes a voice bot that will help filter queries of Snapdeal users at the initial stage. And if required, a customer care executive will be available to address additional. concerns.
Numbers show that these steps taken in the last 1-2 years have tremendously helped in rebuilding the trust of the customers in Snapdeal and making it a desirable online shopping platform. The customer satisfaction rate has seen significant jump with a growth of 20% from 65% in September’23 to 78% in December’24. One can also see a drastic decline in the number of social complaints, with about 10k suborders improved from 5.5 in September’23 to 2.1 in December’24. In addition to this, Snapdeal is also truly committed to providing customers with a great variety of products and this has led to approximately 24% growth in the assortment available on the platform (1.8 lakh products added from April’24 to December’24).
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