A.s. Watson

Customer success story

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.

Challenge

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.

Solution

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.

Results

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.

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escalations

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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 will be able to do more with self-service, while having agents handle more complex interactions."

Manager Customer Services
AS Watson Health & Beauty Benelux

Learn more? 

Is your company or organisation also looking for a knowledge management solution that, among others, provides a better customer and employee experience, less training time, and reduced costs? Polly knowledge management will help you.