Case Study: Zenni boosts self-service care and customer satisfaction with Sitel Group

Extending the Digital Brand Experience Delivers Best-in-Class Self-Service Care for Zenni®

Zenni, the online-only eyewear retailer, needed to scale customer support while preserving a strong brand experience across pre-purchase, purchase, and post-purchase journeys. To meet rising demand for fast, convenient digital service, Zenni partnered with Sitel Group and used solutions including Sitel® Customer Experience Analytics and Sitel® Digital Agent to expand self-service and improve support across channels.

Sitel Group implemented a digital eyewear assistant, Zee, supported by CRM and eyewear-data integrations, plus a contact center model and an internal chatbot for agent onboarding. The result was a 98.87% increase in inquiry resolution, 20% lower web-channel customer care cost, 88% customer satisfaction, 30% live chat deflection, and 86% of agents saying the digital agent improved their day-to-day work.

Zenni

Jeff Huang

Director of Global Customer Service Operations