Case Study: Koçtaş improves customer experience with Alterna CX

Koçtaş - Customer Case Study

Koçtaş, the top home improvement retailer in Turkey with 50+ stores and an e-commerce site, wanted to become a fully omnichannel company and improve customer experience across the journey. Its existing voice of customer efforts were too infrequent and hard to turn into action, especially when it came to understanding open-ended feedback quickly. Alterna CX helped Koçtaş use its AI-powered CX platform to better capture and analyze feedback across channels.

Alterna CX designed and launched a seamless NPS program across 10+ touchpoints, 4 survey execution channels, and 4 integration partners in less than a month. The solution gives store managers, delivery teams, digital teams, and call center agents real-time access to domain-specific insights, while low scores and negative comments automatically trigger workflows to alert teams, assign actions, track resolution, and call back customers. As a result, Koçtaş now has near real-time sentiment analysis, topic categorization, and root-cause insight for open-ended feedback, enabling faster corrective action across the customer journey.

Koçtaş

Ebru Darip

Chief Marketing and Digital Officer