AO.com knows success comes down to brilliant customer experiences at moments that matter. Consistently living up to this promise meant transforming its contact center with smarter systems, processes and contact options.

Now, with the PureConnect all-in-one multichannel solution, many customers are served without going through to an advisor. They have the option to use email, Facebook and Twitter. Live chat is also available on every website page.

With cloud-based elasticity AO.com can quickly scale up during busy retail peak periods. In addition, it has reduced contacts while simultaneously improving NPS and satisfaction ratings.

Benefits:

  • 50% reduction in contacts per order 
  • Significant improvements to NPS
  • Trustpilot customer satisfaction rating rose from 7.5 to 9.5 

“We have to care more than anyone else and be exceptional in terms of how we make the customer feel so they want to come back and buy from us time and again.”

David Atherton
Director of Customer Experience
AO.com

Challenges

  • Increase scalability and systems integration
  • Adapt IVR menus in real time
  • Make it easier for customers to get in touch