Unilever Unveils Online Self-Service Platform
Unilever goes live with the Astute Solutions' RealDialog Self-Service solution on its sixth brand Web site since June 2009 -- extending the company's service to consumers via the Web. Handling approximately 3.5 million consumer contacts annually, Unilever's contact center supports more than 90 brands in the United States, Mexico and Canada.
"The impact of implementing RealDialog Self-Service on our brand sites was instant," says Linnea Johnson, director of consumer services, Unilever. "Consumers have reported that they feel like they're chatting with a live agent. And what resonates most with them is the speed and accuracy of responses. They are getting exactly what they need online -- exactly when they need it. This is at the center of our approach to delivering world-class service."
Following the implementation of RealDialog Agent Assist in its contact center, the team at Unilever chose RealDialog Self-Service. Its Popsicle, Klondike and Breyers U.S. brand Web sites were selected for the first three implementations, as the contact center was anticipating a surge in email volume from scheduled 800 number roll outs. Upon implementation, RealDialog Self-Service was responding to 90 percent of all consumer inquiries. E-mails escalated to representatives were reduced to 10 percent.
"The impact of implementing RealDialog Self-Service on our brand sites was instant," says Linnea Johnson, director of consumer services, Unilever. "Consumers have reported that they feel like they're chatting with a live agent. And what resonates most with them is the speed and accuracy of responses. They are getting exactly what they need online -- exactly when they need it. This is at the center of our approach to delivering world-class service."
Following the implementation of RealDialog Agent Assist in its contact center, the team at Unilever chose RealDialog Self-Service. Its Popsicle, Klondike and Breyers U.S. brand Web sites were selected for the first three implementations, as the contact center was anticipating a surge in email volume from scheduled 800 number roll outs. Upon implementation, RealDialog Self-Service was responding to 90 percent of all consumer inquiries. E-mails escalated to representatives were reduced to 10 percent.