IKEA’s recent expansion in Israel necessitated effective customer service to cater to millions of consumers and furniture shoppers. Recognizing the growing use of digital channels by customers, IKEA realized the importance of a technological solution to efficiently manage all customer communication.

• Enhance customer service to meet the demands of expanding operations.
• Improve response times and provide personalized care through preferred communication channels.
• Streamline and efficiently handle increasing customer request volumes.
• Optimize delivery management for online sales during the Covid-19 pandemic.

The Solution

One platform for all digital engagements

IKEA implemented the CommBox omnichannel customer communication platform, leading to a revolution in their customer service and overall experience. Through the adoption of CommBox, IKEA aimed to transform their customer service practices and facilitate business growth.

The CommBox omnichannel platform

CommBox’s omnichannel platform played a pivotal role in transforming customer engagements by bringing together interactions from various channels into a unified agent workspace. This integration allowed agents to have a holistic view of customer interactions, regardless of whether they originated from email, live chat, social media, or other communication channels.

By consolidating customer engagements in one place, CommBox ensured that agents comprehensively understood each customer’s journey and history. This enabled agents to provide personalized and efficient assistance, as they could access relevant information and context from previous interactions. The unified workspace also facilitated seamless collaboration among agents, as they could easily transfer conversations or share insights to deliver a consistent and satisfactory customer experience.

Seamless integration and automation across digital channels

CommBox platform seamlessly integrated with IKEA’s operational systems, leveraging its smart integration capabilities. This facilitated a smooth implementation process, enabling the effective automation of customer communication workflows. With CommBox, IKEA expanded their customer service capabilities across multiple digital channels, utilizing the smart chat feature on their website and effectively leveraging SMS and email channels. By adopting an omnichannel approach, IKEA ensured a consistent and personalized customer experience throughout the customer journey. The integration of chatbots further enhanced efficiency, enabling quick responses and effective resolution of common inquiries. Together, these features and capabilities provided a comprehensive platform for IKEA, transforming their customer service and improving overall customer experience.