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Let's talkUnderstanding the customer
A renowned luxury jewelry retailer that offers a wide range of high-quality luxury products, including jewelry, watches, home goods, and accessories. As a global leader in the luxury goods market, the company has built a loyal customer base, being a symbol of elegance and luxury around the world.
Context and challenge
When technical difficulties occur in a luxury retail store, the financial impact can be substantial. After all, luxury goods aren’t cheap and struggling to address a customer’s concern efficiently and effectively can mean the difference between completing a sale or losing the customer. With a high-level leadership change, the client recognized the need for a faster and more reliable process, seeking to improve customer experiences and further emphasize innovation and growth
Solution
AI enables luxury retailers to create personalized, convenient, and immersive experiences for customers. To empower retail employees with the skills and information needed to deliver these experiences, Stefanini’s multidisciplinary team designed a solution to optimize technical support and predict customer behavior, with an adaptive user portal and an omnichannel virtual assistant that acts as a personal assistant for all employees.
Results
- Increased efficiency in the retail workforce
- Increased personalization in customer experiences
- 84% positive feedback through customer satisfaction surveys
- 9% reduction in help desk tickets due to increased accessibility to resources and information