- Consumer goods
Dynamic Strategies Propel Water Company’s Success
A leading bottled water company has redefined customer service by efficiently combining voice and chat interactions to facilitate orders, billing, and complaint handling.
Goals
- Establish a direct communication channel with consumers through chat and calls.
- Maintain high standards of quality and excellence in service.
Strategy
- Handle a high volume of interactions during critical periods, such as water shortages in specific regions.
- Integrate technologies such as AVAYA for calls, Salesforce for order management, Leviathan for call handling, and LivePerson for chat, ensuring effectiveness in every contact.
- Continuous restructuring and training of teams to specialize in customer attention.
Highlights
- Customer service experts with specialized training, leveraging cutting-edge platforms.
- Significant improvements in operational KPIs and the customer experience.
- Successful implementation of voice satisfaction surveys to measure and optimize customer satisfaction.
Results
- Increase in customer satisfaction (CSAT) from 29% to 74% within a year.
- Increase in order generation from 88% to 96% over two consecutive years.
- Notable improvement over two quarters compared to the second semester of the previous year, from 78.5NS to 97.8NS.
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