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Fast Moving Consumer Goods

Client Situation

A country leading business group wanted to improve their customer experience by their consumer product, in a number of areas including inbound call center, web chat, social media chat, email etc.

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What We Did

Digicon provided multi-channel support services for FAQs, downloads, web chat, live chat, social media chat etc. to help customers get to the right answer fast. Through data collection, DigiCX was also able to gain customer insight and help build an engagement strategy to reduce AHT. Smart Channel Selector helped guide the consumer by providing the easiest channel for resolving the issue.

What happened

Reduced costs by 35% per month
Scaled to align with client’s growth