通过直观的客户服务解决方案将 CSAT 分数提高到 100%
技术
- 分析与建模 - 实时分析
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 水泥
- 玻璃
适用功能
- 采购
- 销售与市场营销
用例
- 对话机器人
- 实时定位系统 (RTLS)
服务
- 云规划/设计/实施服务
- 系统集成
关于客户
Salmoiraghi & Viganò 是一家意大利眼镜和隐形眼镜零售商，隶属于 Luxottica 集团。他们在网上以及意大利各地的 400 多家商店提供奢华眼镜和隐形眼镜。他们热衷于为客户提供无可挑剔的产品和卓越的服务。
挑战
Salmoiraghi & Viganò 在封锁期间提供客户服务面临挑战，包括电子邮件查询响应速度慢、无法满足高客户支持需求、数据分散以及缺乏衡量代理绩效和客户支持的指标。
解决方案
Salmoiraghi 和 Viganò 通过由 Infobip 提供支持的 WhatsApp 实施了直观的客户支持解决方案。其中包括使用聊天机器人提供始终在线的支持、使用云联络中心提供座席的个性化服务以及使用 WhatsApp 业务平台在整个旅程中进行客户互动。这些解决方案的集成提供了客户数据和对话历史记录的统一视图，提高了座席工作效率，并允许引入新服务。
运营影响
数量效益
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