Customer Satisfaction At An All-Time High
Adobe Systems provides complete solutions that combine digital media creation with data-driven marketing to help businesses improve their communications, strengthen their brands, and ultimately achieve greater business success. Adobe faced a challenge as its online business steadily increased. The existing digital sales and service solution was placing unwanted pressure on the company’s contact center and Adobe had all but given up on its chat response functions. By any measure, customer satisfaction was at risk.
When [24]7 began working with Adobe, the company’s online sales and service interactions—with online and chat —represented a mere 3% of the overall mix. [24]7 delivered Px Online and Px Assist applications for multiple journeys. These apps improve the targeting of sales prospects and volume forecasting, and optimize the strategic use of social media. This helps Adobe better anticipate consumer intent, simplify the sales journeys for customers and learn valuable information from every single interaction.
Within 90 days, the resulting intuitive consumer experience improved customer satisfaction levels from 79% to 86%. It also enabled Adobe to dramatically transform its sales and service by increasing its online business from just 3% of all interactions to more than 40%. Adobe liked the results and so did its customers—raising customer satisfaction to an all-time high.
