Case Study: Hisense achieves faster, more efficient customer service with Diabolocom

Hisense Efficient, proactive customer service with Diabolocom

Hisense France, a subsidiary of the global home appliance and consumer electronics leader, partnered with vendor Diabolocom to manage customer interactions and support their rapid company growth. The challenge was to efficiently handle a high volume of pre-sales and after-sales queries across phone, email, and chat channels while aiming for personalized and responsive customer service.

The solution implemented by Diabolocom was its contact center platform, which included an IVR for optimal call routing, native integration with Salesforce CRM, and AI features for tasks like serial number recognition and call transcription. The results were significant: a 20% increase in agent productivity, a 30% reduction in response time, and a 21% decrease in average handling time, all while achieving zero agent turnover in 2023.

Hisense

Olivier Dutriux

Quality and Service Department Director