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Case Studies : How Global Company Dorel Juvenile Mastered Omni-channel Consumer Care

#contactcenterworld, @sharpentech

Dorel Juvenile is a manufacturer of high-quality, safe and fashionable car seats. With a frontrunner mentality that matches their position as a global market provider, Dorel Juvenile desired to deliver consumer service that aligned with the innovation of their products.

To maintain a strong connection with consumers through active engagement and service, Dorel Juvenile added various communication channels to its overarching consumer service strategy. This allowed issues to be reported from different portals such as Facetime, Facebook, Twitter, phone, email, web chat and video chat.

Despite the wide range of communication options, Dorel Juvenile’s consumer care team operated in silos and agents could not seamlessly switch between channels during interactions. If a consumer’s problem could not be solved on the channel used initially, the interaction would end, forcing the agent to restart the conversation on a different channel.

As a result, agents’ jobs became more complex and time-consuming as Dorel Juvenile struggled to forge together these various portals to create a smoother consumer experience. Accurate reporting was impossible, making it even more difficult to identify problems and resolutions. Agents even resorted to using their personal mobile phones in their efforts to solve consumer problems.

In need of a cost-effective solution that handled all channels seamlessly, increased productivity, cut costs and boosted agent effectiveness, Dorel Juvenile sought the support of Sharpen Technologies, a contact center platform that supports a better agent experience and solves today’s biggest communication problems.

Sharpen’s platform is armed with omni-channel capabilities, so Dorel Juvenile agents could interact with consumers across any channel including SMS, web-chat, email and phone calls all within one interaction. It also provided access to past history for consumers, allowing agents to see previous conversations and pick up where they left off. From these changes, agents improved the average inquiry handle time, and were able to resolve more calls with the same amount of staff members.

Sharpen’s platform also helped Dorel Juvenile improve several critical processes. For instance, warranty returns previously required the consumer to send parts via mail, which could take a span of weeks to get resolved. Now, thanks to Sharpen, agents can receive pictures via text message while on the phone and complete the process the same day.

Since implementing Sharpen, Dorel Juvenile has experienced a gain in ROI and saved in overall contact center costs. Dorel Juvenile supervisors also now have accurate data on KPI’s to make more informed decisions and determine if changes are helping or hurting the team’s performance.

#contactcenterworld, @sharpentech


About Dorel Juvenile Group:
Company LogoLargest mfg of Child Restraints (Car Seats) in North Americia, Juvenile Products, Safety 1st Products, Eddie Bauer Brand, Quinny Brand, Home & Office Products
Company RSS Feed   Company Profile Page

About SharpenCX:
Company LogoSharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premises hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Set Customer Expectations

Read today's tip or listen to it on podcast.

Published: Wednesday, May 30, 2018

Printer Friendly Version Printer friendly version

2023 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
CieloCX

Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.

Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues, all via text.

Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.

Our Application...
(read more)

3.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

4.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

5.) 
Synthetix

Chat
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
 

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