Since 2013, AXA’s direct sales and support subsidiary has been using WhatsApp, Messenger, Facebook, Twitter and SMS as Customer Service contact channels.
It deployed innso in 2017 as part of a transformation program, and in doing so achieved real-time multi-site management, total oversight of KPIs, automatic task distribution, and a dynamic
SLA based on agent response times.
During any one ongoing conversation, customers are routed to the same agent 87% of the time. In 2019, DA became part of InnsoLab; in 2020 it won the prestigious national award, Elu Customer Service of the Year.
Goodyear is one of the largest tire companies in the world, with a half dozen brand name subsidiaries and a significant non-tire business.
In 2018, Goodyear Germany took the decision to expand from B2B into B2C using innso as its omnichannel CRM and live chat solution.
By design, the innso platform is positioned to grow with Goodyear’s continental business and its agile Unified Agent Desktop is here adapted to present role-specific information to agents, site managers, and corporate management structure.
Goodyear’s support team is achieving a 99% SLA over five channels and adding new territories to its European activity.
Orange Business Services
Multinational telco Orange needed an agile omnichannel solution to drive innovation at the enterprise level, unifying and solving multiple business requirements in the process.
Innso proposed a multi-part strategy, including the deployment of a dedicated SMS chat for B2B and B2C customers, increasing reachability and improving CX. It now offers multiple opportunities to interact with the brand according to delivery, sentiment, appointment, and project scope.
Innso helped Orange reduce repeat call rates to less than 73% (one day repeat) and 64% (one week repeat), with 75% of customer issues resolved in under 30 minutes.
As one of four networks operating in France’s competitive sports TV market, media giant beIN Sports needed to improve the efficiency, reach, and vision of its customer contact division.
Innso’s omnichannel solution allows agents to communicate via voice, SMS, or beIN’s Facebook and Twitter presences. It replaced a broad collection of legacy CRM tools with an all-in-one suite, including a 360° view of the entire customer experience journey.
The solution provides powerful and precise service delivery, and rich, accessible insights covering everything from social network exposure and first contact to invoices, upgrades, and special offers.