Verloop.io Case Studies Kanmo Group Enhances Customer Experience with Verloop

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	Kanmo Group Enhances Customer Experience with Verloop Verloop.io

Kanmo Group Enhances Customer Experience with Verloop

Verloop.io

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Retail
Applicable Functions	Sales & Marketing
Services	System Integration
Challenge	Kanmo Group, an omnichannel operator serving tens of thousands of customers monthly with various brands, faced challenges in handling customer support for multiple brands, communicating through emails on product claims, and resolving customer queries faster. They also wanted to supercharge their brand experience and consistency. During the pandemic, the influx of chats grew disproportionately, and Kanmo Group wanted to ensure a high customer experience and safety. They also wanted to ensure their customers felt safe when they were on chat and could shop remotely during the pandemic while maintaining the tonality of each brand under them. Read More
About Customer	Kanmo Group is an omnichannel operator that operates across retail, wholesale, online, and travel retail channels. The company serves tens of thousands of customers monthly with brands like Mothercare, Early Learning Centre (ELC), Gingersnaps, Justice, Wilio, Coach, Stuart Weitzman, Kate Spade New York, Cole Haan, Havaianas and Nespresso. They have positioned themselves as a customer-first brand, putting serving the customers at the heart of their operations and delivering a high-quality customer experience. Read More
Solution	Kanmo Group implemented a robust customer support automation solution with a powerful unified console and multilingual capabilities to handle consumer queries across multiple brands. With a unified platform in place, the agents had all the context that they needed at their fingertips. For instance, whenever a damage or replacement was reported, they could easily fetch and share the estimated cost with the customers right on the chat. Verloop.io’s seamless integration with multiple tools ensured that customers’ trust was maintained while shopping. With Google Hangouts Integration, Live Support Agents were just a click away from video-calling customers to assist them at any point during their purchase journey. Based on an integration done by Verloop.io, the Kanmo Bot could identify the customers’ location and guide them to the nearest store in their vicinity. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Services

System Integration

Challenge

Kanmo Group, an omnichannel operator serving tens of thousands of customers monthly with various brands, faced challenges in handling customer support for multiple brands, communicating through emails on product claims, and resolving customer queries faster. They also wanted to supercharge their brand experience and consistency. During the pandemic, the influx of chats grew disproportionately, and Kanmo Group wanted to ensure a high customer experience and safety. They also wanted to ensure their customers felt safe when they were on chat and could shop remotely during the pandemic while maintaining the tonality of each brand under them.

About Customer

Kanmo Group is an omnichannel operator that operates across retail, wholesale, online, and travel retail channels. The company serves tens of thousands of customers monthly with brands like Mothercare, Early Learning Centre (ELC), Gingersnaps, Justice, Wilio, Coach, Stuart Weitzman, Kate Spade New York, Cole Haan, Havaianas and Nespresso. They have positioned themselves as a customer-first brand, putting serving the customers at the heart of their operations and delivering a high-quality customer experience.

Solution

Kanmo Group implemented a robust customer support automation solution with a powerful unified console and multilingual capabilities to handle consumer queries across multiple brands. With a unified platform in place, the agents had all the context that they needed at their fingertips. For instance, whenever a damage or replacement was reported, they could easily fetch and share the estimated cost with the customers right on the chat. Verloop.io’s seamless integration with multiple tools ensured that customers’ trust was maintained while shopping. With Google Hangouts Integration, Live Support Agents were just a click away from video-calling customers to assist them at any point during their purchase journey. Based on an integration done by Verloop.io, the Kanmo Bot could identify the customers’ location and guide them to the nearest store in their vicinity.

Impact #1	The Kanmo Bot has deflected approximately 42% of the chats.
Impact #2	Agents became more comfortable with the Verloop platform, their first response time improved by 40%
Impact #3	The brand also had great visibility into other important customer details such as who the customer is, which tier were they in, last transacted date, points, etc. all in a unified console.

Impact #1

The Kanmo Bot has deflected approximately 42% of the chats.

Impact #2

Agents became more comfortable with the Verloop platform, their first response time improved by 40%

Impact #3

The brand also had great visibility into other important customer details such as who the customer is, which tier were they in, last transacted date, points, etc. all in a unified console.

Benefit #1	First Response Time (FRT) improved by 40%
Benefit #2	Bot Deflection increased by 42%

Benefit #1

First Response Time (FRT) improved by 40%

Benefit #2

Bot Deflection increased by 42%

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Overview

Kanmo Group Enhances Customer Experience with Verloop

Operational Impact

Quantitative Benefit