Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal
Mr.Bricolage is a French retail chain that offers home improvement and do-it-yourself (DIY) goods with more than 680 outlets in France and stores throughout other European countries, along with South America and North Africa.
increase in resolution rates.
Mr.Bricolage’s legacy customer service tools were failing, with a poor call handling rate and an increasing number of unanswered emails. New, more flexible tools for a nationwide customer service platform were needed fast.
The intuitive solutions and easy integration with Mr.Bricolage’s Microsoft Dynamics CRM system made an OdigoTM solution a natural choice for the busy retailer.
The solution rapidly improved the company’s resolution rate by 20% and has enabled the business to gain greater insights into the reasons behind customer calls.
Odigo teams continue to work on customer service innovations for Mr.Bricolage, helping to implement a new “call and pay” application and improving self-service capabilities that give customer service agents time to concentrate on complex issues.
Whether calls or emails, Mr.Bricolage can easily handle higher interaction volumes, leading to increased customer engagement.
The Odigo solution’s ability to natively connect with Microsoft Dynamics enables Mr.Bricolage to make the most of its customer experience ecosystem.
The Odigo Contact Center as a Service (CCaaS) solution provides the statistics and analytics that help Mr.Bricolage gain a better understanding of why customers call and how best to solve their problems.
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognise them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.
It’s been a year now since COVID-19 struck and changed the way people communicate and deliver customer experience (CX). To succeed, businesses have adapted to changing behaviours, and a clearer picture of what has worked, and what hasn’t, is coming into view. So based on lessons learnt, how can contact centres optimise their work from home models?
Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raise contact centre agent morale. But does it actually work? Read on to find out.