Case Studies
- Léa, for voyages-sncf.com
Function : assistance
Responsabilities : Léa responds to questions from Voyages-sncf.com customers. Initially trained to handle Train issues, she was promoted in December 2006 and is now qualified to deal with questions related to the agency's full-range of services.
Performance results : The number of emails received by customer service has been reduced by half.
- Téa, for discounteo.com
Function : sales, assistance, loyalty programs
Responsabilities : Téa provides a wide range of services. She takes Internet shoppers on a guided tour of each department, walks them through the order process and gives customized advice to the company's most loyal clients. When she cannot handle customers' issues on her own, she refers them directly to the after-sales department.
Performance results : The number of emails received by customer service has decreased by 30%. The conversion rate is over 10% when Tea is involved in a transaction.
- Chloé, for aolassistance.aol.com
Function : technical and administrative assistance
Responsabilities : Chloe is always available for NEUF-AOL's clients. She has access to a wide range of online resources (FAQs, diagnostic tools, online account management, spec sheets, etc.) to ensure clients find the best solution.
Performance results : Each month, Chloe carries on hundreds of thousands of conversations.
- Pierre Pixel, for laposte.net
Function :
Responsabilities :
Performance results :
- Your Skaaz, for skaaz.fr
Function : virtual presence and social interaction
Responsabilities : The sky's the limit when it comes to defining and customizing Skaaz's personality. When you're offline, Skaaz sticks around as your virtual presence. It's a tool to communicate with friends, a personalized search engine and a place to make new discoveries. Skaaz closely follows your instructions to mimic your behavior and acts as your cyberspace stand-in.
Performance results : Skaaz's performance depends on the amount of attention and training he gets from his owner !
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