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shop.legrand.co.in
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Visitor queries, Customer support
Legrand is a global specialist in electrical and digital building infrastructure and has progressively developed product ranges for wiring devices, home automation, door entry, lighting management systems, cable management, and structured cabling to add core offerings of circuit breakers and distribution boards.
Before implementing REVE Chat, Legrand faced several hurdles in their customer service operations due to a massive influx of customer inquiries. Customers reached out with a wide range of questions, requiring agents with a broad knowledge base. The support team was unable to respond promptly. It caused delays in response times and the potential for missed inquiries. All these situations negatively impacted customer satisfaction scores. Moreover, this leads to leaks in profitability and a weakening of customer service.
Legrand wanted to give their customers a rockstar experience – fast answers, 24/7 availability, and support on any platform. They set out to find a tool that could make it happen.
With the integration of REVE Live Chat solution, Legrand has eliminated waiting queues, enabling customers to access support services instantly. For complex queries requiring human interaction, the Live Chat feature seamlessly connected customers with qualified support agents. This ensured the timely resolution of critical issues.
Furthermore, the AI-powered Chatbot fielded a significant portion of customer inquiries. By deploying the comprehensive knowledge base Chatbot they are now able to answer common questions, troubleshoot basic issues, and even direct customers to relevant resources.
The implementation of REVE Chat has significantly transformed Legrand's customer service operations. Customers have reported that the Chatbot provides a more convenient way to access information about products and orders, leading to a rise in customer satisfaction scores.
Looking ahead, Legrand plans to expand the Chatbot’s knowledge base and integrate additional functionalities. This will further enhance the customer experience, providing even more efficient and comprehensive support. The continuous improvements will ensure Legrand remains at the forefront of customer service excellence.
Managing 68.9% of Customer Queries by implementing Chatbot
Acquired 82% customer satisfaction by implementing Live Chat
A 30% rise in incoming customer queries
“REVE Chat's advanced Chatbot has transformed our customer support operations. Our support team faced steady challenges handling the influx of customer queries. But with the AI-powered Chatbot handling 85% of inquiries, our team could focus on addressing critical issues promptly. REVE Chat has significantly improved our response time and overall customer satisfaction."