Increase in First Response Time
Improvement in Agent Productivity
Customized Chat Sales Entry
Operating across retail, wholesale, online, and travel retail channels, Kanmo Group has positioned itself as an omnichannel operator, serving tens of thousands of customers monthly with brands like Mothercare, Early Learning Centre (ELC), Gingersnaps, Justice, Nike Young Athletes, Wilio, Coach, Coast, Karen Millen, Kate Spade New York, Women’secret, Havaianas and Nespresso.
While Kanmo’s workflow consisted of handling customer support for multiple brands, communicating through emails on product claims, resolving for customer queries faster, they also wanted to supercharge their brand experience and consistency.
During the pandemic, while customers were reluctant to drop by the store and shop, the influx of chats grew disproportionately, Kanmo Group wanted to go out of their way to do whatever it takes to ensure a high customer experience and safety. Kanmo also wanted to ensure their customers felt safe when they were on chat and could shop remotely during the pandemic while maintaining the tonality of each brand under them.
Craig Wheeler, the Group Digital and Omnichannel Director at Kanmo Group recognised that they needed to enrich their customer journey. He describes the challenges they faced and how they remediated through customer support automation.
“At Kanmo Group, we are constantly committed to serving brands that are close to our hearts, one such example is Mothercare. During COVID, we knew new mothers would be afraid to step out, hence we wanted to give them the comfort of ‘chat-to-shop’ via their mobile phones sitting at home” – Craig
One Platform To Keep Everyone in the Know
It was in 2020 that Kanmo Group decided to step up and implement a robust customer support automation solution with a powerful unified console and multilingual capabilities to handle consumer queries across multiple brands.
With a unified platform in place, the agents had all the context that they needed at their fingertips. For instance, whenever a damage or replacement was reported, they could easily fetch and share the estimated cost with the customers right on the chat.
Since inception, the Kanmo Bot has deflected approximately 42%of the chats. And, as Agents became more comfortable with the Verloop platform, their first response time improved by 40%
Through API calls, the brand also had great visibility into other important customer details such as who the customer is, which tier were they in, last transacted date, points, etc. all in a unified console.
Verloop.io’s seamless integration with multiple tools ensured that customers’ trust was maintained while shopping.
With Google Hangouts Integration, Live Support Agents were just a click away from video-calling customers to assist them at any point during their purchase journey.
Based on an integration done by Verloop.io, the Kanmo Bot could identify the customers’ location and guide them to the nearest store in their vicinity.
Besides, agents can raise an invoice once payment has been successfully made by a customer. Thanks to the Customised Chat Sales Entry. Post this, they can also record their sales by entering the Bill Number, Payment Reference Number, and the Payment Amount. Once the sale has been recorded by the agents, they could then download their sales reports for the day.
Being Bahasa First
Kanmo Group has always stressed being a customer first brand. They were quick to find that about 97% of customers were more receptive to Bahasa over English. They see being available in native language, not just as a competitive advantage but also to make sure customers feel included, help express themselves, and understand the bot better. Craig also says that being Bahasa-first has helped them manage the influx of conversations considerably as customers were able to help themselves better.
“Being Bahasa-First has always kept our customers coming back.” – Craig
The Way Forward
Customer experience is the topmost priority for Kanmo Group. Their core value “Care for Customer” says it all. They also strongly believe that customer experience is a single touchpoint with a brand, and encompasses the entire customer journey. From quickly adopting the state-of-the-art customer support solution to keeping the entire process seamless, Kanmo Group does everything it takes to keep their customers happy, satisfied and coming back for more.
“I always keep telling myself – What was good last year need not be good this year and what’s good this year, need not be so next year. The key is to keep on raising our bars and see what’s next” – Craig