IKEA Success Story
“Microsoft Teams Inbox Solution” Digitizes IKEA’s Corporate Customer Service
Compared to the traditional hotline and email responses:
customer satisfaction has increased
Solution: Chatbots, Teams Inbox Solution
Platforms: WhatsApp, Messenger, WeChat
Sanuker has provided the IKEA Customer Support Center (Hong Kong and Macau) with the “Microsoft Teams Inbox Solution,” consolidating the original WhatsApp, Messenger, WeChat, and other communication channels with customers onto a single platform. Through a dedicated chatbot created by Sanuker, the team can answer repetitive questions and smart product recommendations around the clock, making it easier to manage customer conversations from various channels.
Technology Helps Boosting Up Customer Service Experience
When it comes to furniture store, IKEA must be one of the first few companies you can think of. With its mission of “creating a better life for everyone,” and its customer-first principle, IKEA has naturally gained a lot of loyal customers.
IKEA hasn’t stopped there. Faced with a large number of customer inquiries every day, IKEA keeps improving its customer service experience and hoping to maintain high-quality customer service. Therefore, IKEA has chosen to use the solutions provided by Microsoft and Sanuker to offer a better pre-sale and after-sale experience across different channels.
Omnichannel Communication on Microsoft Teams
When customers need help, they can initiate a conversation with the on-duty customer service specialist, get connected to a live customer service representative immediately, and even transfer the conversation to another department or colleague. This ensures a high-quality customer service experience and no customer inquiries are missed.
Compared to traditional hotline and email responses, the efficiency of resolving customer issues has increased by 70%, customer satisfaction has increased by 17%, and the efficiency of self-solving problems has reached 70%, the highest of all customer service channels.
Easily manage team performance, scale up at any time
Increase Sales Conversions
In conclusion, in this era of increasing AI and technology assistance, it’s believed that the service industry absolutely needs to improve the overall service quality and customer experience. Choosing a suitable communication and service tool can definitely help businesses increase productivity and competitiveness, which is one of the necessary things to do in this trend!
Seamless internal and external communication, effectively utilizing CS team resources.
- the efficiency of resolving customer issues has increased by 70%
- customer satisfaction has increased by 17%, and
- the efficiency of self-solving problems has reached 70%, the highest of all customer service channels.