Case Study: AO.com achieves seamless remote customer service during COVID-19 with acrinax and Genesys Cloud

The acrinax Deployment of Genesys Cloud Has Supported AO.com Through the COVID19 Crisis. By Enabling a Smooth Transition to Working From Home

AO.com, a UK retailer, faced a sudden surge in customer demand and the need to move its entire contact centre to home working during COVID-19. With operations under pressure, the company needed a way to protect staff and customers while keeping customer experience strong, using acrinax’s deployment of Genesys Cloud.

acrinax helped AO.com rapidly transition 100% of contact centre staff to remote working within three days, including rolling out 500 laptops and supporting agents with remote coaching and call monitoring. The change enabled AO.com to maintain service continuity, switch some deliveries to doorstep drop-off, and achieve a record customer NPS in April, rising from the mid-80s to the mid-to-low 90s.

AO.com

David Atherton

Director of Customer Experience