Industry: Retail | Size: 270 Locations | Location: United Kingdom
A major UK electronic goods company, with over 270 store fronts and a thriving online business, sought to provide exceptional service by unifying their customers’ offline and online experiences. To do this, a channel agnostic, customer engagement hub was needed to streamline their customer onboarding process.
- 6 customer journeys
- Real-time listening and detection triggers customer path
- Seamless onboarding process, online and offiline
In less than one month, the processes for in-store use and the website were created, blowing away the brand’s expected time of delivery. With this, the pilot has run successfully and the qualitative results have shown improvements in the customer onboarding process. Soon, the Kitewheel platform will be replacing the existing hand-coded decisioning system in all stores, by using the company’s existing systems and customer data. Due to the flexibility of the software, the brand is excited to move forward with the agency’s engagement hub across other stores.
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IMMEDIATE IMPACT TO THE BOTTOM LINE IN JUST OVER A MONTH.
Reduced wait times, stress on staff, and happier customers