Benefits & Results

Enhanced Customer Experience: Real-time analysis provided invaluable insights into customer preferences, concerns, and expectations, allowing Blinds 2go to refine services effectively.
Cost-Effective Operations: By identifying common triggers for customer contacts and proactively addressing them, Blinds 2go reduced the need for repeated interactions, resulting in cost savings.
Elevated Self-Service: Insights from NowHub enabled Blinds 2go to enhance self-service solutions, including comprehensive FAQs, instructive video guides, and self-help tools.

Improved customer satisfaction and reduced operational costs.
Enhanced self-service options, reducing direct customer engagement and operational expenses.

Background

Blinds 2go is a prominent online blinds retailer catering to customers across ten countries. The company faced the challenge of managing a substantial volume of customer inquiries while striving to elevate customer satisfaction and streamline operations. Traditional data analysis methods proved inadequate for capturing nuanced customer sentiments and issues, necessitating a more advanced solution

Challenges

Issue Identification: Blinds 2go needed to efficiently manage and respond to a high volume of customer inquiries across multiple countries. Traditional methods, such as CRM entries, were insufficient for capturing nuanced customer sentiments.
Issue Impact: The inability to capture detailed customer insights led to suboptimal customer service, higher operational costs, and lower customer satisfaction.

Solution

NowVertical's NowHub AI Solution, powered by Azure Open AI, was implemented to revolutionize Blinds 2go's customer experience and operational efficiency. The solution provided real-time text analytics, enabling deep insights into customer interactions.

Components:

Generative AI Analysis
Enhanced Semantic Analysis
Optimized Resource Allocation

Implementation

Assessment and Planning: Workshops with Blinds 2go’s IT and customer service teams to identify integration needs.
Platform Development: Built a scalable AI-powered text analytics platform using Azure Open AI.
Real-Time Analysis: Implemented real-time text analytics to understand customer preferences and issues.
Resource Optimization: Used AI insights to optimize resource allocation and enhance self-service options.