Customer Experience & Retention
A beginner-to-job-ready course on customer experience and retention for Indian e-commerce. Learn to run support across email, chat and WhatsApp, work in helpdesks such as Zoho Desk, Freshdesk and Gorgias, handle returns, refunds, complaints and reviews, build WhatsApp Business and CRM workflows, segment customers, run loyalty and repeat-purchase programs, read CX metrics, use AI assistants and chatbots, and handle customer data under India's privacy rules. Built for D2C brands, marketplace sellers and small online businesses.
- Duration: 10 weeks
- Modules: 9
- Fee: Rs 9,999
- Field: E-commerce
Roles this track prepares you for
- Customer Experience Executive
- Customer Support Executive
- E-commerce Customer Support Executive
- Customer Retention Executive
- CRM Executive
- Customer Success Executive
- Helpdesk Support Executive
- Customer Relationship Executive
- E-commerce Operations Executive
- Customer Care Executive
Curriculum
- Foundations of CX in Indian E-Commerce - Understand how Indian online shoppers experience a brand, what they expect, how CX teams work, and how to map the customer path and spot pain points.
- CX in Indian E-Commerce: Customer Path and Touchpoints
- What Indian Shoppers Expect: COD, Delivery, Returns, Language, Trust
- CX Team Roles, Daily Workflow and Career Paths
- Mapping a Customer Path and Finding Pain Points
- Customer Communication and Support Channels - Learn to choose support channels, write clear and empathetic replies, support customers in Hinglish and regional languages, build reply templates and send proactive order updates.
- Support Channels: Email, Phone, Chat, WhatsApp, Social, Marketplace
- Writing Clear, Empathetic Support Replies
- Hinglish and Regional-Language Support
- Templates, Canned Replies and Brand Voice
- Proactive Order Updates: Confirmation, Delay, Delivery
- Helpdesk Ticketing Systems - Learn how helpdesks organise tickets, then set up and compare Zoho Desk, Freshdesk and Gorgias with Shopify, and build a self-service knowledge base.
- How a Helpdesk Works: Tickets, Queues, Priority, SLAs
- Zoho Desk Setup for a Small Online Store
- Freshdesk: Ticket Views, Team Inbox and Collaboration
- Gorgias and Shopify: Order-Linked Support for D2C Brands
- Choosing the Right Helpdesk: Cost, Fit and Migration
- Knowledge Base and Self-Service Help Center
- Returns, Refunds and Complaint Resolution - Design return and refund policies, run return workflows, handle marketplace claims, resolve complaints calmly and manage escalations and chargebacks.
- Return, Refund and Exchange Policies for Indian Sellers
- Return Workflows: RTO, Reverse Pickup, Quality Checks
- Refund Processing: Prepaid, COD, Store Credit
- Marketplace Returns and Claims: Amazon, Flipkart, Meesho
- Complaint Resolution: De-escalation and Service Recovery
- Escalations, Chargebacks and Consumer Complaints
- Review and Reputation Management - Collect reviews, reply to praise and criticism, deal with fake reviews and turn customer feedback into product and service fixes.
- Collecting Reviews and Feedback: Store, Marketplace, Google
- Responding to Positive and Negative Reviews
- Fake Reviews, Platform Policies and Reputation Recovery
- Voice of Customer: Turning Feedback into Fixes
- WhatsApp Business and CRM - Set up WhatsApp Business and the WhatsApp Business Platform for support, run a shared team inbox, learn CRM basics and connect Shopify, helpdesk, WhatsApp and CRM into one customer view.
- WhatsApp Business App: Catalogue, Labels, Quick Replies
- WhatsApp Business Platform: Templates, Opt-In, 24-Hour Window
- Shared WhatsApp Team Inbox with Interakt or WATI
- CRM Basics: Contacts, Tags, Pipelines (Zoho CRM, HubSpot)
- One Customer View: Shopify, Helpdesk, WhatsApp and CRM
- Customer Segmentation, Loyalty and Retention - Use lifecycle and RFM thinking to segment customers, drive repeat purchases, design loyalty programs, win back lapsed buyers and run consent-based retention campaigns.
- Retention Fundamentals: Repeat Rate, CLV, Lifecycle Stages
- Customer Segmentation: RFM and Behaviour Groups
- Repeat Purchase Playbook: Post-Purchase Flows, Replenishment
- Loyalty Programs: Points, Tiers, Referrals, Memberships
- Win-Back and Churn Recovery
- Retention Campaigns on WhatsApp, Email and SMS: Consent and Timing
- CX Analytics, AI Support, Automation and Data Privacy - Read CX metrics and dashboards, find root causes in tickets, use AI assistants and chatbots safely, automate support workflows and handle customer data under India's privacy rules.
- CX Metrics and Dashboards: CSAT, NPS, CES, First Response Time
- Ticket and Complaint Analysis: Finding Root Causes
- AI Assistants for Support: Drafting, Summaries, Agent Assist
- Support Chatbots: FAQ, Order Status, Human Handoff
- Support Automation: Routing, Triggers, Workflows
- Customer Data Privacy: DPDP Act, Consent, Safe Handling
- Capstone and Job Readiness - Bring everything together in one CX and retention system for a D2C brand, document it as a playbook and prepare for CX jobs and freelance work.
- Capstone: Build a CX and Retention System for a D2C Brand
- CX Playbook: SOPs, Quality Checks, Team Handover
- Job Readiness: CX Portfolio, Interviews, Freelance CX Services
Frequently asked questions
How long is the Customer Experience & Retention course?
It runs for 10 weeks, with 9 modules. It is self-paced online learning from EasySkill Career Academy, Surat.
How much does the Customer Experience & Retention course cost?
The fee is Rs 9,999.
What will I build in Customer Experience & Retention?
Every module ends in a graded practical task that AI checks in about 30 seconds, so you finish with a portfolio you can show to employers or clients.
Which roles does Customer Experience & Retention prepare me for?
It prepares you to apply for roles such as Customer Experience Executive, Customer Support Executive, E-commerce Customer Support Executive, Customer Retention Executive, CRM Executive. It does not guarantee a job or income.
Can I learn online, or do I have to visit a centre?
You can learn fully online. EasySkill also has centres in Adajan, Vesu and Bhestan, Surat, if you prefer to visit.
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