CUSTOMER SUCCESS STORY
A.S. Watson Health & Beauty Benelux, with the brands Kruidvat, Trekpleister, Prijsmepper, and ICI Paris XL, is part of the A.S. Watson Group.
The A.S. Watson Group is the largest health & beauty retailer in the world, with 26 million customers every week, over 10.000 branches in 53 countries and more than 100.000 employees.
Omnichannel e-commerce is an emerging trend in the retail industry, where shoppers undertake journeys through many touchpoints to research, buy, and get service.
A.S. Watson needed a solution to ensure that customers receive consistent and delightful services through all channels and brands.
A.S. Watson reached out to Polly to design and deliver omnichannel self-service based on its track record of success in the retail sector.
The deployment included multilingual self-service and assisted-service knowledge management for all brands. Shopper interactions through all of these communication channels are serviced consistently, thanks to Polly.
The use of multilingual customer self-service and knowledge guidance for agents has proven to be extremely successful.
ROI has been achieved within 3 months, web-self-service realized an inbound contact reduction of 34%, first-contact-resolution improved with 28% and Polly accommodated the growth in web sales without the need to increase headcount.
average handle time
Our shoppers are going omnichannel with digital touchpoints playing an increasing role in their journeys; they also want web self-service. With the power of the Polly knowledge base behind it, we’ll be able to do more with self-service, while having agents handle more complex interactions.
Manager Customer Services
A.S. Watson Health & Beauty Benelux