Scaling the digital customer experience with Genesys Cloud
Nuuday has driven its digital transformation with a major overhaul of its customer experience (CX) and business processes. By expanding the use of Genesys customer experience solutions beyond the contact center to 40 retail stores, Nuuday has seen a 5% increase in Net Promoter Score (NPS), a five-fold increase in messaging conversations and 40% technology cost savings.
Customer Experience Tracking – Customer Management
Provider: Genesys
Solution/Product: Genesys Cloud
To stay ahead in a highly competitive market, Nuuday strived to provide the best digital service quality and customer experience, which required overcoming expensive and hard-to-connect point solutions.
Challenge
- Isolated customer service and retail teams
- Complex and expensive support systems
- Difficulties with innovation
- Obsolete technology on site
Benefit
- 5% increase of NPS: Direct impact on customer satisfaction through improved service quality.
- 40% saving in technology costs: Cost benefits through the elimination of 10 legacy systems.
- 2.5% reduction in call transfers and 5% reduction in handling time: increased efficiency in customer service.
- Cost diversion through five times more messaging calls: more effective use of communication channels.
Solution
The implementation of Genesys Cloud enabled Nuuday to create a unified and enhanced customer experience by engaging retail shop associates in customer communications. This strategic enhancement led to significant improvements in service efficiency and customer satisfaction, as well as notable cost savings.