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___ Case Study

Rosemood Delivers Premium Customer Service Through Complementary Respondents

Header Rosemood
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A Collaboration Based On The Quality Of Customer Care

Since 2014, iAdvize has been supporting Rosemood's customer service department in its digital customer relations through messaging. The brand offers its customers the opportunity to create birthday announcements, wedding invitations and even high-end, customizable photo albums. 


Rosemood’s website visitors' needs are simple, but essential: their goal is to complete their creative projects utilizing the designing tool with their desired level of personalization.

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Aligning product and customer service quality is essential for Rosemood. To take this approach one step further, in 2021, the customer service department is asking iAdvize to implement a real conversational strategy.
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Customer service at Rosemood is really at the heart of the company: we will support our customers in important moments of their lives. We really care about having natural, spontaneous interactions with our customers.
Elen Berger
Elen Berger
Director of Customer Service at Rosemood
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CHALLENGE

Scaling Customer Service While Improving the Level of Support For Visitors

To keep up with the growing number of visitors to Rosemood’s site and to handle the volume of customer service requests, the company is looking for a solution. The challenge is not to lose the quality of support that is at the heart of Rosemood's values.

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Maintain a superior level of customer experience despite the increase in demand.
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Free up time for teams to support the most complex cases.
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Support the evolution of customers' digital uses.
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The most important thing for us is to be present where the customer is used to communicating, as they do instinctively in everyday life.
Elen Berger
Elen Berger
Customer Service Director at Rosemood
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SOLUTIONS

Increase Customer Service Capabilities With Messaging to Improve The Quality of the Experience

Le chatbot NLU

The NLU chatbot

At the beginning of 2021, Rosemood partially automated its customer service with the deployment of a chatbot with artificial intelligence (natural language understanding [NLU]), Rosebot. The bot answers simple and recurring questions 24/7 and transfers the visitor to other available respondents as needed.

The ibbü experts

The ibbü experts

The end of the year holidays are a time of peak demand, it's the season of photo albums! To absorb it, iAdvize supports Rosemood in identifying ibbü experts. These experts take over from the consultants in the evening and on weekends. The experts are now available all year round.

whatsapp-1

WhatsApp

In addition to live chat on site, Rosemood has deployed another messaging channel, WhatsApp. Visitors can now reproduce their daily use of messages sent on this app in their relationship with the brand, for a fluid and personalized customer experience.

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Focus on ibbü, the On-demand Expert Community That Supports Rosemood's Customer Service

Previously the company was recruiting staff to meet all customer demands before the holidays, but now they can count on five experts from France and Germany who reinforce the customer support in a flexible and scalable way. These respondents are available during non-working hours and thus reduce missed opportunities for conversation. What do they have in common? A passion for the products and the brand.
Fanny

Fanny

"Besides being a freelance writer, I'm also an illustrator, so I'm passionate about the stationery business! I will be happy to advise Rosemood's customers on their orders."

Coralie

Coralie

"I'm already a Rosemood customer especially for my vacation albums so I'm familiar with the site and the personalization tools, it's a site I really like for its values and the quality of the products."

Sakouna

Sakouna

"I make invitations in my spare time for my friends and family and I am passionate about Rosemood's creations. I like to support people in their choice on this subject which fascinates me and which in most cases concerns happy events. I know how difficult choosing a design, and a type of paper can be, even more from a distance."

 

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Results

The Mix of AI and Experts Delights the Visitors of the Rosemood Website

The gamble of transferring part of the customer service burden to third-party humans and automated responders is giving impressive results.
85.6%
CSAT after a conversation with an ibbü expert
2m 20s
average response time of ibbü experts 24/7
69%
of conversations partially or fully automated
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What was important for us was to keep a high quality of exchange and a high satisfaction of our customers. In addition, we were able to take on more conversations thanks to the bot and the experts while internally controlling the occupancy of our advisors.
Elen Berger
Elen Berger
Customer Service Director at Rosemood