Case Study: Emesa improves customer and agent experience with babelforce

emesa - Customer Case Study

Emesa, a company running customer care for several major brand labels in media, travel, and e-commerce, faced a challenge with its complex, multilingual, and multichannel service teams. Manual processes were increasing call handling times, reducing reporting accuracy, and negatively impacting both customer and agent experience. They needed to increase automation and gain the ability to evolve their services quickly without dependency on lengthy third-party software projects.

By implementing the babelforce no-code automation platform, Emesa integrated its telephony with Freshdesk for automated ticketing, confirmed order IDs in the IVR, and resolved a significant volume of contacts via email. The solution from babelforce reduced call abandonment to 6%, increased agent productivity by 20%, and achieved a payback period of just three months. This gave Emesa full control over its process design and secured the tools needed for future growth.

emesa

Desiree Kerkvliet

Innovation Manager of Customer Care