A.S. Watson Health & Beauty Benelux, with brands such as 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.
The use of multilingual customer self-service and knowledge guidance for agents has proven to be extremely successful. ROI was achieved within 3 months, web-self-service realised 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.
-28% average handle time