E-commerce and retail
FMCG
Boutique-level customer care for L’Oréal
The Axendi team struggled to find an off-the-shelf solution that could enhance efficiency and service quality for one of its e-commerce projects with Allegro — Poland’s leading e-commerce platform. Inadequate tools for monitoring and analyzing agents' performance prompted the New Tech team to develop a proprietary solution tailored to the project's needs.
Challenges
- Monitoring and analysis of agents’ consultations in the e-commerce project and beyond
- Enhancing customer service by identifying common issues reported by customers and partners
- Accurate estimation and optimization of time and costs related to agent consultations and responses
- Streamlining workloads for team leaders and agents
- Improving quality and managing consultation time better
Solution
New Teach team built an AI assistant – Support My Team, enabling the generation of real-time data on failures, technical issues, and other factors affecting agents’ productivity.
- The AI agent compiles data into clear formats, enabling consistent evaluation of consultation volume and duration based on agents’ skills, contact channels, and peak hours.
- Information, previously spread across 12 Teams channels, is now centralized, prompting agents to ask questions and seek answers from available sources.
- Boromir’s variety of filters enables users to extract information on each agent, team, contact channel, and timeframe.
- Leaders, provided with insights into recurring questions, have created additional training materials and cheat sheets for the agents. Moreover, the initial training materials have been revised and updated.
Ewelina Kowalczewska Site Director, AxendiSupport My Team is another step forward in our pursuit of customer service excellence. With ongoing analysis of consultations — now easier than ever — we not only identify customer issues more quickly but also develop more effective training and clear procedures for advisors. As a result, service quality has improved significantly.
Results
The numbers speak for themselves. Let’s examine the improvements in quality, response time, and consultation time.
- Quality improvement by 10pp since the tool implementation, surpassing the client’s target – currently, 94% positive ratings.
- Reduction of waiting time for the agents’ response by 3 minutes (Q1 of 2023 vs. Q1 of 2022 – a 50% decrease).
- Reduction of consultation time for the agents’ questions by 35%, resulting in financial savings and a project profitability increase, as well as better utilization of the team leaders’ time.
- Reduction of consultation channels from 12 to 9.
+10pp
quality improvement
-50%
in waiting time
-35%
waiting time for internal support
Qualitative results
The introduction of Support My Team enabled daily performance analysis for advisors and team leaders, leading to better planning and knowledge-based support. Trainers can now design workshops and training sessions based on real challenges consultants face during customer interactions.
With deeper insight into these challenges, the team developed clear procedures and a universal tool easily adaptable to future projects.
Work schedules were also optimized using peak-hour analysis, giving leaders the data they need to proactively manage potential issues.
To improve consultant performance, Axendi updated its onboarding program and individual development plans, resulting in higher service quality.
Awards
-
2024 CUSTOMER Contact Center Technology Award
- 2023 Polish Contact Center Award in the category Supporting Technology
