IKEA Success Story

“Microsoft Teams Inbox Solution” Digitizes IKEA’s Corporate Customer Service

Compared to the traditional hotline and email responses:

70%

increase in customer issue resolution efficiency.

17%

customer satisfaction has increased

70%

impressive efficiency, self-solving problems have surpassed all other customer service channels, achieving the highest success rate

Company: IKEA
Industry: Retail
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.

Challenge

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.

Solution

Omnichannel Communication on Microsoft Teams

Sanuker, a business messaging expert and a partner of Microsoft and Meta, has provided the “Microsoft Teams Inbox Solution” for the IKEA Customer Support Center (Hong Kong and Macau). This solution consolidates all communication channels, such as WhatsApp, Messenger, and WeChat, onto a single platform. The team can answer repetitive questions and offer intelligent product recommendations 24/7 through a dedicated chatbot provided by Sanuker. This allows for easier management of customer conversations from various channels.

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

IKEA Customer Support Center (Hong Kong and Macau) has a team of over 50 people. To standardize team responses and performance, a supporting platform is absolutely needed. Therefore, Sanuker’s solution can set up a streamlined Dashboard for IKEA. Inquiries from different platforms are clear and easy to see, and whether the team’s responses meet standards can also be monitored. Meanwhile, if the team needs to expand, the “Microsoft Teams Inbox Solution” can handle team development, providing a flexible development plan, allowing seamless customer-brand conversation, and easy connection establishment.

Increase Sales Conversions

The integration of Microsoft Teams and Sanuker’s solution allows IKEA to provide a fast, reliable customer service platform, bringing IKEA closer to customers. Customers can find the products they want more quickly. A high-quality shopping experience and chatting process can accelerate the customers’ purchasing intentions, at the same time improve customer satisfaction and loyalty, which will be beneficial to the business in the long run.

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!

Result

Seamless internal and external communication, effectively utilizing CS team resources.

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.