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AO.com

Exceptional experiences and moments that matter

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

Now, with the Genesys 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

Challenges

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

Product

Genesys PureConnect

Partner

acrinax

Read the customer story

“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

+1.888.436.3797

Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.