The leading brand in home textiles and decoration, Madame Coco, elevates its quality across multichannel service platforms with Knovvu Virtual Agent.
Customer Questions Answered by Conversational IVR
Service provided in 5 different languages on the website
Agent cost savings on text-based customer channels
“ Thanks to Knovvu Virtual Agent, Madame Coco customers can quickly access information on our website before and after their orders, while relevant questions are directed to the appropriate departments, shortening the processing time. This structure minimizes errors and accelerates handover processes, while also significantly reducing agent effort. As a result, we are surpassing our competitors in customer experience and increasing our efficiency.
CUSTOMER EXPERIENCE MANAGER, MADAME COCO
Madame Coco’s limitation of customer service availability to specific working hours on both voice and text-based channels did not fully align with its goal of providing instant responses to customer needs. Additionally, the existing touch-tone IVR system in the call center required customers to go through numerous keypresses or endure long wait times to access accurate information.
By implementing Knovvu Virtual Agent, Madame Coco transformed their customer service operations. With the support of conversational AI technology, the brand provided uninterrupted 24/7 assistance while enhancing customer experience through service in 5 different languages (Turkish, English, German, French, and Dutch). The conversational IVR (voice-enabled) system automatically handled 54% of incoming calls, reducing resolution times and lowering the volume of calls requiring agent intervention. Previously managed by 9 agents, the text-based service channels are now efficiently handled by just 2 agents. These advancements allowed Madame Coco to improve the quality of service across their service channels, voice and text, achieving a self-service rate of over 84%.
With 100% in-house developed Speech Recognition (SR) and Natural Language Understanding (NLU) technologies, Knovvu Virtual Agent understands customer intent and responds without the need for live agents. Our market-leading speech recognition accuracy rate enables Knovvu Virtual Agent to effectively automate simple tasks, help increase self-service and decrease costs for customer service operations.
Madame Coco, established in 2011, is a leading brand in the home textiles and decoration sector. Operating in 23 countries, including Türkiye, with over 700 stores, 5,000 employees, and more than 200,000 square meters of sales area, Madame Coco offers a wide range of products across various categories, including home textiles, kitchen and tableware, cosmetics, and lighting.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience
