Kanmo Group Enhances Customer Experience with Verloop
Company Size
1,000+
Region
- Asia
Country
- Indonesia
Product
- Verloop
Tech Stack
- Google Hangouts Integration
- Customized Chat Sales Entry
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Services
- System Integration
About The Customer
Kanmo Group is an omnichannel operator that operates across retail, wholesale, online, and travel retail channels. The company serves tens of thousands of customers monthly with brands like Mothercare, Early Learning Centre (ELC), Gingersnaps, Justice, Wilio, Coach, Stuart Weitzman, Kate Spade New York, Cole Haan, Havaianas and Nespresso. They have positioned themselves as a customer-first brand, putting serving the customers at the heart of their operations and delivering a high-quality customer experience.
The Challenge
Kanmo Group, an omnichannel operator serving tens of thousands of customers monthly with various brands, faced challenges in handling customer support for multiple brands, communicating through emails on product claims, and resolving customer queries faster. They also wanted to supercharge their brand experience and consistency. During the pandemic, the influx of chats grew disproportionately, and Kanmo Group wanted to ensure a high customer experience and safety. They also wanted to ensure their customers felt safe when they were on chat and could shop remotely during the pandemic while maintaining the tonality of each brand under them.
The Solution
Kanmo Group implemented a robust customer support automation solution with a powerful unified console and multilingual capabilities to handle consumer queries across multiple brands. With a unified platform in place, the agents had all the context that they needed at their fingertips. For instance, whenever a damage or replacement was reported, they could easily fetch and share the estimated cost with the customers right on the chat. Verloop.io’s seamless integration with multiple tools ensured that customers’ trust was maintained while shopping. With Google Hangouts Integration, Live Support Agents were just a click away from video-calling customers to assist them at any point during their purchase journey. Based on an integration done by Verloop.io, the Kanmo Bot could identify the customers’ location and guide them to the nearest store in their vicinity.
Operational Impact
Quantitative Benefit
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