Infobip Case Studies Flamingo's Digital Transformation: Boosting Conversions and Customer Satisfaction with Infobip's Contact Center Solution

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	Flamingo's Digital Transformation: Boosting Conversions and Customer Satisfaction with Infobip's Contact Center Solution Infobip

Flamingo's Digital Transformation: Boosting Conversions and Customer Satisfaction with Infobip's Contact Center Solution

Infobip

Technology Category	Networks & Connectivity - NFC Sensors - Level Sensors
Applicable Industries	Consumer Goods Retail
Applicable Functions	Procurement Sales & Marketing
Use Cases	Chatbots Speech Recognition
Services	Cloud Planning, Design & Implementation Services
Challenge	Flamingo, a Colombian retail company with a diverse product portfolio and a customer base of 5.3 million, faced a significant challenge when the global pandemic hit. The company's call center experienced a surge in customer queries, which overwhelmed the agents and led to a decline in customer satisfaction and service quality. On a typical day, 12 to 15 agents handled incoming calls, but they struggled due to the repetitive nature of the queries, the time-consuming voice calls, and the difficulty in understanding customers' needs quickly. This situation resulted in negative customer feedback due to poor response times. Flamingo's primary goal was to transition from voice-only customer service to include chat channels, aiming to reduce hold times and call center costs. They needed a solution that would enable faster real-time customer service and automate processes. Read More
About Customer	Flamingo is a Colombian retail company with several stores nationwide. The company offers a wide range of products, including clothing, footwear, cosmetics, personal care products, jewelry, mobile phones, hardware, and furniture. In addition to its physical stores, Flamingo has expanded its business to include a web shop and financial services. The company currently serves 5.3 million customers, providing them with a diverse selection of products and services to meet their various needs. Read More
Solution	Flamingo decided to implement Infobip's digital contact center solution, Conversations, and build a self-service chatbot. The company focused on its financial services customers, who preferred chatting with brands on WhatsApp. Infobip's solution provided agents with a 360-degree view of clients and integrated chat channels like WhatsApp. The solution offered a single view of ongoing conversations, complete chat history, and customer details, including purchase history. Flamingo was operational with the solution in less than a week. The first step was to offload simple queries from agents by setting up a WhatsApp keyword chatbot that provided instant responses to financial services and payment arrangement queries. If a customer couldn't find the answers they were looking for, they were redirected to a live agent for further assistance. Customers could now check their balance, generate tax certificates, receive store and credit relief information, and complete purchases directly through chat. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - NFC

Sensors - Level Sensors

Applicable Industries

Consumer Goods

Retail

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Chatbots

Speech Recognition

Services

Cloud Planning, Design & Implementation Services

Challenge

Flamingo, a Colombian retail company with a diverse product portfolio and a customer base of 5.3 million, faced a significant challenge when the global pandemic hit. The company's call center experienced a surge in customer queries, which overwhelmed the agents and led to a decline in customer satisfaction and service quality. On a typical day, 12 to 15 agents handled incoming calls, but they struggled due to the repetitive nature of the queries, the time-consuming voice calls, and the difficulty in understanding customers' needs quickly. This situation resulted in negative customer feedback due to poor response times. Flamingo's primary goal was to transition from voice-only customer service to include chat channels, aiming to reduce hold times and call center costs. They needed a solution that would enable faster real-time customer service and automate processes.

About Customer

Flamingo is a Colombian retail company with several stores nationwide. The company offers a wide range of products, including clothing, footwear, cosmetics, personal care products, jewelry, mobile phones, hardware, and furniture. In addition to its physical stores, Flamingo has expanded its business to include a web shop and financial services. The company currently serves 5.3 million customers, providing them with a diverse selection of products and services to meet their various needs.

Solution

Flamingo decided to implement Infobip's digital contact center solution, Conversations, and build a self-service chatbot. The company focused on its financial services customers, who preferred chatting with brands on WhatsApp. Infobip's solution provided agents with a 360-degree view of clients and integrated chat channels like WhatsApp. The solution offered a single view of ongoing conversations, complete chat history, and customer details, including purchase history. Flamingo was operational with the solution in less than a week. The first step was to offload simple queries from agents by setting up a WhatsApp keyword chatbot that provided instant responses to financial services and payment arrangement queries. If a customer couldn't find the answers they were looking for, they were redirected to a live agent for further assistance. Customers could now check their balance, generate tax certificates, receive store and credit relief information, and complete purchases directly through chat.

Impact #1	The implementation of Infobip's contact center solution led to significant operational improvements for Flamingo. The company was able to meet the new customer demand brought on by the pandemic, expanding its contact center from 8 agents to 28. The introduction of new chat channels and a WhatsApp chatbot, along with a single interface for agents to access all relevant data, resulted in improved customer satisfaction and agent productivity. The company also saw reduced costs associated with voice calls, improved first contact resolution, and faster response times. The higher sales and positive customer reviews are a testament to the company's fast and convenient customer service. The agents also appreciated the user-friendly and easy-to-onboard solution.

Impact #1

The implementation of Infobip's contact center solution led to significant operational improvements for Flamingo. The company was able to meet the new customer demand brought on by the pandemic, expanding its contact center from 8 agents to 28. The introduction of new chat channels and a WhatsApp chatbot, along with a single interface for agents to access all relevant data, resulted in improved customer satisfaction and agent productivity. The company also saw reduced costs associated with voice calls, improved first contact resolution, and faster response times. The higher sales and positive customer reviews are a testament to the company's fast and convenient customer service. The agents also appreciated the user-friendly and easy-to-onboard solution.

Benefit #1	11% increase in online sales conversion rate, from approximately 2% to 13%
Benefit #2	18% increase in NPS score, with a 21% growth in April and an additional 39% in June
Benefit #3	Customer survey ratings improved from 1-3 stars to an average of 4 or 5 stars

Benefit #1

11% increase in online sales conversion rate, from approximately 2% to 13%

Benefit #2

18% increase in NPS score, with a 21% growth in April and an additional 39% in June

Benefit #3

Customer survey ratings improved from 1-3 stars to an average of 4 or 5 stars

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Overview

Flamingo's Digital Transformation: Boosting Conversions and Customer Satisfaction with Infobip's Contact Center Solution

Operational Impact

Quantitative Benefit