Growth and CX challenges
Australia’s largest food retailer, Woolworths, serves around 20 million customers a week, including 14 million online shoppers. The retailer faced challenges posed by the COVID-19 pandemic as it developed digital capabilities while growing at 100% annually.
Woolworths had been using Genesys for many years to successfully manage its voice, email, chat and SMS communications. But when it was faced with a massive increase in customer inquiries, Woolworths needed to scale its service fast — while recognizing that simply hiring more agents wasn’t sufficient.