Case Study: Meyer Group achieves faster, more satisfying customer engagement with Verint Messaging

Meyer Group boosts CSAT to 95% with Verint Messaging

Meyer Group Ltd, the UK's largest supplier of kitchenware, faced a significant customer service challenge as a surge in demand during the Covid pandemic overwhelmed its traditional contact channels. With customers waiting up to ten days for a first response and an average inquiry taking 60 days to resolve, the company's existing email ticketing system, phone, and chat support struggled to cope, creating a major Engagement Capacity Gap. Meyer turned to Verint for a solution using its Verint Messaging platform.

By implementing Verint Messaging, Meyer integrated an intelligent bot and offered customers a choice of channels like WhatsApp, Facebook Messenger, and email. This solution dramatically accelerated the resolution process, empowering agents with customer history and collecting information upfront. The results for Meyer, delivered by Verint, were transformative: the customer satisfaction score jumped from 45% to 95%, the time to first response fell from days to just 24 minutes, and the cost per contact was reduced by approximately 50%.