asw_case_hero

A.S. Watson Health & Beauty Benelux selects eGain for Omnichannel Customer Service

We have implemented the eGain Customer Engagement Hub (CEH) including intelligent knowledge base to provide consistent and delightful services.

Organization

A.S. Watson Health & Beauty Benelux - with the brands Kruidvat, Trekpleister, Prijsmepper and ICI PARIS XL - is part of the A.S. Watson Group. The A.S. Watson Group is the largest health & beauty retailer in the world, with 26 million customers every week, over 10.000 branches in 53 countries and more than 100.000 employees.

Challenge

Omnichannel e-commerce is an emerging trend in the retail industry, where shoppers undertake journeys through many touchpoints to research, buy and get service. AS Watson needed a solution to ensure that customers receive consistent and delightful services through all channels and brands.

Solution

A.S. Watson Health & Beauty Benelux selected eGain to design and deliver self service support for this fast-emerging omnichannel world, given its track record of success in the retail sector and award-winning platform for omnichannel customer engagement. The deployment supported the brands Kruidvat, ICI Paris Xl, Trekpleiser and Prijsmepper and included web self-service and an omnichannel agent desktop comprising call tracking, e-mail management and knowledge management in Dutch and French. Shopper interactions through these channels will be unified for 360 degree context and service consistency, thanks to the eGain hub.

Results

The deployment of eGain web self-service and omnichannel desktop has proven to be extremely successful. Within a year, ROI has been reached, the percentage unnecessary customer contacts have been reduced, new employees can start directly working due to the guidance of the internal knowledge base and working processes can be fully monitored and analyzed.

asw_case_tablet