AO.com

AO.com knows success comes down to brilliant customer experiences at moments that matter. Consistently living up to this promise meant transforming its contact centre 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

Challenges

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

Solutions

• Genesys PureConnect platform