Retailer Beauty-Cosmetics

Global cosmetics and beauty business seeking to increase engagement.

Profile

Industry: Retail Employees: 17,000 Revenue: $1.4 billion

Business: Global cosmetics and beauty business seeking to increase engagement.

Challenge: Maintain the ease of engagement with customers while easing the email burden in the contact center.

Solution: Chat solution for multiple, simultaneous inquiry handling.

Benefit:

• Customers no longer have to wait for an agent
• Email volume was reduced by 90%
• Customer satisfaction scores increase with the use of Chat.

Background

The client is a cosmetics, skincare and perfume company, founded in 1976. Today it has a range of over 1,000 products which is sold in over 3,049 owned and franchised stores internationally in 66 countries.

Challenge

As with any successful and growing business, the contact center is the frontline of customer engagement. As such, the client found it had to handle a vast number of email inquiries on a daily basis. This began to impact the level of customer service, prompting them to seek an alternative to ensure they remained easy to contact.

Recognizing the need to meet, and exceed, customer expectations, however fast they change, the client also wanted to introduce new channels of engagement so that their customers would get in touch with them on their channel of choice, and be able to change channels at any time in the engagement - to suit their lifestyle and preferences.

Solution

Eckoh has worked with this client since 2014, delivering its Web Chat solution across nine countries, including six in Europe (UK, France, Denmark, Sweden, Netherlands and Germany as well as the USA, Australia, and Canada.

Today, the business employs 57 dedicated Chat agents across its contact center to allow agents to be more effective and responsive when selling, help customers understand and select products and deliver real-time customer service assistance. They also provide support for the Beauty and At Home product ranges.

With Eckoh's Chat solution, agents can run several queries simultaneously which increases the number of inquiries the contact center can handle in a day and avoids customers having to wait for an agent to become free.

With the advanced analytics service that comes with Eckoh's solution, The client benefits from deep insights on all Chat transactions so the business knows and understands its customers' requirements.

Value

The client chose to implement Eckoh's Chat solution because they wanted to give their customers the ability to engage with us in different channels. Relieving the pressure on the contact center by switching to Chat has been an incredible success.

• Customers don't have to wait to engage with a Chat agent
• Agents can respond more quickly to customer inquiries and handle several inquiries simultaneously
• Email volumes have reduced by 90% from their original volume, easing the burden on contact center agents. While the webform is still available for when Chat is not, publicly available email addresses are no longer published. Chat is now promoted as the primary contact channel
• Customer satisfaction scores have increased as Chat is a more satisfying and speedy engagement tool
• Meeting customer preferences for communication via text rather than voice
• All the insight data is provided in real-time via Eckoh analytics which delivers both real-time dashboard information and substantial reporting on all elements of the customer journey and Chat outcome

Looking Forward

As a solution unique to Eckoh, we recognize that this example is likely a challenge many other enterprise organizations struggle with when they begin tackling payment security within their contact centers. Some organizations may even feel like their only option is to either deploy hardware on-premise – likely disrupting long-term cloud transformation strategies – or only achieve partial PCI DSS de-scoping.

As a result, the methodology innovated for The Client is now part of the Eckoh architecture. In fact, multiple other clients have also taken advantage of this solution, allowing them to maintain their existing telephony architecture while maintaining the strictest possible standard for payment security.

To learn more about how Eckoh secures payments across all engagement channels, reach out to one of our trusted advisors.