Infobip
Case Studies
Digital Transformation in Eyewear Retail: Salmoiraghi & Viganò's Journey to 100% CSAT Scores
Overview
Digital Transformation in Eyewear Retail: Salmoiraghi & Viganò's Journey to 100% CSAT ScoresInfobip |
Analytics & Modeling - Real Time Analytics Platform as a Service (PaaS) - Application Development Platforms | |
Cement Glass | |
Procurement Sales & Marketing | |
Chatbots Real-Time Location System (RTLS) | |
Cloud Planning, Design & Implementation Services System Integration | |
Operational Impact
The integration of Conversations and Answers transformed Salmoiraghi & Viganò's customer service. Customers could get the answers they needed faster than before with real-time flexible support, at scale. Workloads were lowered and agents became drastically more efficient. The chatbot’s pre-qualification questions allowed agents to focus on more complex problems and helped resolve queries faster than before. The new use cases introduced over WhatsApp, such as the pre-sale reservation feature, saw great success. The solution changed the way Salmoiraghi & Viganò approach their customer service and continues to change how they interact with their customers. They continue to use the WhatsApp chatbot powered by Answers and Conversations to resolve queries fast and efficiently while they discover new ways to offer exceptional services to customers. | |
Quantitative Benefit
50% of customer queries occurred over WhatsApp | |
30-40% of all WhatsApp queries were transferred to agents, meaning the chatbot could resolve most issues | |
CSAT score of 100% | |