Case study Global home furniture retailer

Providing automated resolutions to common customer service inquiries

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How a virtual assistant reduced customer inquiries handled by the contact center by 25%

As part of their transition from a traditional brick-and-mortar retailer into a digital innovator, a leading, global home furniture retailer wanted to explore how they could provide an automated solution to high-volume, low-value customer service inquiries.

Download the case study to find out how IMImobile built a virtual assistant that now acts as a new digital frontline to their agent chat, helping to double the number of customer inquiries handled by the contact center.

  • A virtual assistant now provides automated resolution to common inquires 
  • CX has been improved through self-service  
  • The number of customer inquiries handled by the contact center has been reduced by 25%