Case Study: Meyer Group reduces cost per contact by 50% with Verint Systems Messaging

Reducing Cost Per Contact by 50% with Verint Messaging

Meyer Group, a kitchenware retailer, faced a surge in customer inquiries during Covid that overwhelmed its contact center and led to average handling times of up to 60 days, with first responses sometimes taking 10 days. To address this challenge, Meyer Group turned to Verint Systems and its Verint Messaging service to improve digital customer engagement and reduce delays.

Verint Systems implemented Verint Messaging as part of the Verint Customer Engagement Cloud Platform, combining private messaging, bot support, and agent handoff across channels like WhatsApp and email. The result was a 50% reduction in cost per contact, faster response times, better first-contact resolution, and a major improvement in Meyer Group’s ability to handle customer service at scale.

Meyer Group

Tanya Geekie

Head of Customer Experience