Home » Case study » Revisione dei processi digitali su eCommerce

Case Study: OVS

Revisione dei processi digitali sull'eCommerce

INDUSTRY: FASHION

Case Study: OVS

Reviewing digital processes on eCommerce

INDUSTRY: FASHION

The challenge

For OVS, we set ourselves the challenge of overhauling some processes related to Customer Interaction on their eCommerce platform.

In detail:

Total overhaul of digital touchpoints on the website
Integration with corporate CRM for real-time management on an omnichannel platform
Categorisation and automatic prioritisation of requests
Automatic Data Collection of useful information for handling the request

How we faced the challenge for OVS

Solutions: Chatbot and dynamic Webform

Per raggiungere gli obiettivi di questa sfida, dopo un’attenta analisi, abbiamo effettuato una revisione completa dei canali presenti:

È stato introdotto un Chatbot per la risoluzione di richieste di primo livello sullo stato degli ordini (38% richieste totali), tramite integrazione con il CRM di magazzino e logistica.

Abbiamo creato un WebForm dinamico che effettua Data Collection su informazioni mancanti prima di aprire segnalazione all’operatore.

Abbiamo sfruttato la piattaforma omnicanale per una gestione di tutti i ticket in ingresso con logiche di analisi semantica e Sentiment analysis, per una rapida lavorazione e corretta prioritizzazione della richiesta.

Solutions adopted

Tools used

Artificial Intelligence

Chatbot

Data Collection

Semantic Analysis

Sentiment Analysis

Achievements

Soddisfazione del cliente, riduzione dei costi e ottimizzazione del workflow

Percentage OneBotSolutions

0 %

Average operator time saving

0 %

Interazioni/mese

0 K

Make your company a successful case study in the customer experience journey.

Fill in the form and get in touch with us, you will be contacted by one of our sales staff.

Together we will create a path to redesign, improve and add value to your customer's experience.

Name*

Surname*

Tel

Azienda

Messaggio

Accettazione

I confirm that I have read the privacy policy and that I consent to the processing of my personal data.

Make your company a successful case study in the customer experience journey.

Fill in the form and get in touch with us, you will be contacted by one of our sales staff.

Together we will create a path to redesign, improve and add value to your customer's experience.

Name*

Surname*

Tel

Azienda

Messaggio

Accettazione

Ho letto la Privacy Policy e acconsento al trattamento dei dati personali.

Cookie	Durata	Descrizione
cookielawinfo-checkbox-advertisement	1 year	Set by the GDPR Cookie Consent plugin, this cookie is used to record the user consent for the cookies in the "Advertisement" category .
cookielawinfo-checkbox-analytics	1 year	Set by the GDPR Cookie Consent plugin, this cookie is used to record the user consent for the cookies in the "Analytics" category .
cookielawinfo-checkbox-necessary	1 year	Set by the GDPR Cookie Consent plugin, this cookie is used to record the user consent for the cookies in the "Necessary" category .
cookielawinfo-checkbox-others	1 year	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Others".
cookielawinfo-checkbox-performance	1 year	Set by the GDPR Cookie Consent plugin, this cookie is used to store the user consent for cookies in the category "Performance".
elementor	never	This cookie is used by the website's WordPress theme. It allows the website owner to implement or change the website's content in real-time.
PHPSESSID	1 year	This cookie is native to PHP applications. The cookie is used to store and identify a users' unique session ID for the purpose of managing user session on the website. The cookie is a session cookies and is deleted when all the browser windows are closed.

Cookie	Durata	Descrizione
_ga	2 years	The _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
_gat_gtag_UA_151576412_1	1 minute	This cookie is set by Google and is used to distinguish users.
_gat_gtag_UA_151576412_2	1 minute	This cookie is set by Google and is used to distinguish users.
_gid	1 day	Installed by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.
_hjAbsoluteSessionInProgress	30 minutes	No description available.
_hjFirstSeen	30 minutes	This is set by Hotjar to identify a new user’s first session. It stores a true/false value, indicating whether this was the first time Hotjar saw this user. It is used by Recording filters to identify new user sessions.
_hjid	1 year	This is a Hotjar cookie that is set when the customer first lands on a page using the Hotjar script.
_hjIncludedInPageviewSample	2 minutes	No description available.
_hjTLDTest	session	No description available.
CONSENT	16 years 3 months 24 days 16 hours 1 minute	These cookies are set via embedded youtube-videos. They register anonymous statistical data on for example how many times the video is displayed and what settings are used for playback.No sensitive data is collected unless you log in to your google account, in that case your choices are linked with your account, for example if you click “like” on a video.

Cookie	Durata	Descrizione
IDE	1 year 24 days	Google DoubleClick IDE cookies are used to store information about how the user uses the website to present them with relevant ads and according to the user profile.
test_cookie	15 minutes	The test_cookie is set by doubleclick.net and is used to determine if the user's browser supports cookies.
VISITOR_INFO1_LIVE	5 months 27 days	A cookie set by YouTube to measure bandwidth that determines whether the user gets the new or old player interface.
YSC	session	YSC cookie is set by Youtube and is used to track the views of embedded videos on Youtube pages.
yt-remote-connected-devices	never	These cookies are set via embedded youtube-videos.
yt-remote-device-id	never	These cookies are set via embedded youtube-videos.

Revisione dei processi digitali sull'eCommerce

Reviewing digital processes on eCommerce

Solutions: Chatbot and dynamic Webform

Soddisfazione del cliente, riduzione dei costi e ottimizzazione del workflow

Make your company a successful case study in the customer experience journey.

Make your company a successful case study in the customer experience journey.

Call2Net is the consulting firm specialising in innovative customer interaction solutions. Since 2007, Call2Net has revolutionized the traditional contact centre model by adopting phygital processes to always guarantee its customers an excellent customer experience.

Contacts

Follow Us:

Navigation

Sign up for the Newsletter

Copyright 2021 All rights reserved

Iscriviti alla nostra Newsletter mensile