Case Study: OVS

Revisione dei processi digitali sull'eCommerce

INDUSTRY: FASHION

Case Study: OVS

Reviewing digital processes on eCommerce

INDUSTRY: FASHION

The challenge

For OVS, we set ourselves the challenge of overhauling some processes related to Customer Interaction on their eCommerce platform.

In detail:

  • Total overhaul of digital touchpoints on the website
  • Integration with corporate CRM for real-time management on an omnichannel platform
  • Categorisation and automatic prioritisation of requests
  • Automatic Data Collection of useful information for handling the request

How we faced the challenge for OVS

Solutions: Chatbot and dynamic Webform

Per raggiungere gli obiettivi di questa sfida, dopo un’attenta analisi, abbiamo effettuato una revisione completa dei canali presenti:

  • È stato introdotto un Chatbot per la risoluzione di richieste di primo livello sullo stato degli ordini (38% richieste totali), tramite integrazione con il CRM di magazzino e logistica.
  • Abbiamo creato un WebForm dinamico che effettua Data Collection su informazioni mancanti prima di aprire segnalazione all’operatore. 
  • Abbiamo sfruttato la piattaforma omnicanale per una gestione di tutti i  ticket in ingresso con logiche di analisi semantica e Sentiment analysis, per una rapida lavorazione e corretta prioritizzazione della richiesta.

Solutions adopted

Centriko, la piattaforma per la Digital Transformation

Tools used

Artificial Intelligence

Chatbot

Data Collection

Semantic Analysis

Sentiment Analysis

Achievements

Soddisfazione del cliente, riduzione dei costi e ottimizzazione del workflow

Percentage OneBotSolutions
0 %
Average operator time saving
0 %
Interazioni/mese
0 K

Make your company a successful case study in the customer experience journey.

Fill in the form and get in touch with us, you will be contacted by one of our sales staff.

Together we will create a path to redesign, improve and add value to your customer's experience.

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Make your company a successful case study in the customer experience journey.

Fill in the form and get in touch with us, you will be contacted by one of our sales staff.

Together we will create a path to redesign, improve and add value to your customer's experience.

Call2Net is the consulting firm specialising in innovative customer interaction solutions. Since 2007, Call2Net has revolutionized the traditional contact centre model by adopting phygital processes to always guarantee its customers an excellent customer experience.

Contacts

Call2Net S.P.A.
Legal and operative headquarters:
Viale Edoardo Jenner, 55
20159 Milano
P.IVA e C.F. 03751840277
Cap. Soc. 354.100€ i.v.

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