Unilever Improves Consumer Interactions
In order to advance toward its goal of creating a world-class consumer packaged goods contact center, Unilever implements Astute Solutions' RealDialog knowledge management solution and the RealDialog Agent Assist tool.
Unilever's contact center representatives support more than 90 brands used by millions of people in the United States and Canada, every day. Its offerings span 14 categories of home, personal care and foods products. These factors led to significant consumer interaction and knowledge management challenges given Unilever's vast information repositories. Now using RealDialog, contact center representatives have the ability to rapidly access to the exact information they need to answer consumers' questions. Furthermore, it is predicted to provide a unique level of visibility into consumers' wants and needs for far-reaching business advantages.
"We've gained a valuable technology partner," says Linnea Johnson, director of consumer services, Unilever. "As one of the world's largest consumer packaged goods companies, our knowledge management needs are complex. RealDialog ensures that the right information is delivered to the right person - while minimizing the time and cost involved in doing so -- regardless of complexity."
Unilever's contact center representatives support more than 90 brands used by millions of people in the United States and Canada, every day. Its offerings span 14 categories of home, personal care and foods products. These factors led to significant consumer interaction and knowledge management challenges given Unilever's vast information repositories. Now using RealDialog, contact center representatives have the ability to rapidly access to the exact information they need to answer consumers' questions. Furthermore, it is predicted to provide a unique level of visibility into consumers' wants and needs for far-reaching business advantages.
"We've gained a valuable technology partner," says Linnea Johnson, director of consumer services, Unilever. "As one of the world's largest consumer packaged goods companies, our knowledge management needs are complex. RealDialog ensures that the right information is delivered to the right person - while minimizing the time and cost involved in doing so -- regardless of complexity."