Hunkemöller, one of the largest lingerie brands and omni-channel retailers in Europe with over 900 stores and rapidly growing online sales, needed a customer service tool that would optimize and automate processes within customer service and ensure seamless experiences for our customers. Hunkemöller implemented Salesforce Service Cloud and Voice for 12 markets during January 2021.
Hunkemöller were looking to integrate a telephony/voice solution into Salesforce omni-channel to support consistent access to cases across different channels. The solution was to support 12 different countries across 8 distinct languages.
The requirement to Alscient consisted of the following:
- Optimise usage of the system to reduce call charges (i.e. limit access to queues at capacity).
- Provide deflection mechanisms to allow a caller to be called back or leave a voicemail if they chose not to wait for their call to be answered.
- Provide an order lookup function to allow the caller to ascertain the status of their order with a SMS being sent with a link to a track & trace URL (if they called up via a mobile phone).
- Allow calls from top tier (Level 4) customers to be prioritised.
- Allow calls from stores to be prioritised over other calls.
- Provide a GDPR check which only enabled recording and transcription if the caller had opted into the privacy statement.
- Provide reports within the system to track call charges and better understand call volume by country.