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Brimag Service joins AI & human agents to boost NPS by 8X, cut 18% of costs and skyrocket sales

El proveedor líder de electrónica de consumo transformó el servicio de atención al cliente, pasando de una atención telefónica exclusiva a una resolución eficaz a través de canales de mensajería, convirtiendo a los agentes del centro de contacto en campeones de la experiencia del cliente.

1 Brimag-omnichannel-communication-service commbox

50%

Solicitudes de los clientes automatizadas

35%

Increase in sales

X8

NPS growth

18%

Operational costs reduction

50%

Solicitudes de los clientes automatizadas

35%

Increase in sales

X8

NPS growth

18%

Operational costs reduction

About Brimag service

Brimag Service is the service division of Brimag, an importer and official service provider for international brands including, LG, Beko, Braun, Panasonic, DeLonghi, Hoover, and Babyliss. It handles thousands of service inquiries each month, with the support of contact center agents, technicians, and installation specialists.

Industria

Venta al por menor y comercio electrónico

Canales e integraciones

WhatsApp, Facebook messenger, correo electrónico, IVR

Equipos

Servicio de atención al cliente, Asistencia técnica

Tamaño de la empresa

Tamaño medio (500 - 1000)

Casos prácticos

  • Autoservicio 24/7
  • Technician scheduling
  • Traspaso de bot a humano
  • Asistencia técnica
  • Realizar una compra
  • Product Information & Locations

Industria

Venta al por menor y comercio electrónico

Canales e integraciones

WhatsApp, Facebook messenger, correo electrónico, IVR

Equipos

Servicio de atención al cliente, Asistencia técnica

Tamaño de la empresa

Tamaño medio (500 - 1000)

Casos prácticos

  • Autoservicio 24/7
  • Technician scheduling
  • Traspaso de bot a humano
  • Asistencia técnica
  • Realizar una compra
  • Product Information & Locations

El objetivo

Efficiently navigate the labor shortage and thrive during times of crisis

At the start of the pandemic, Brimag Service experienced a huge increase in calls to its contact centers. This caused many agents to feel overwhelmed and burned out. Some even decided to leave because they wanted better job opportunities.

Finding new employees to replace the ones who left was very difficult. During the Covid crisis, the government provided monthly allowances to those who were unemployed due to pandemic-related issues. This made many people less motivated to look for new jobs.

As a result, Brimag Service faced a serious shortage of agents. Customer service requests kept coming in without slowing down. It became clear that the organization needed a new and more efficient way to handle inquiries, whether they came through phone calls, emails, or digital channels.

In addition, Brimag had four other important goals at that time: making operations smoother, reducing the inefficiency of manual tasks, improving employee retention rates, and increasing sales, even during the crisis.

La solución

Hybrid customer service team

CommBox was selected for being unique in providing a solution that can address each of Brimag’s strategic objectives. Every contact center is now connected through one AI-powered, omnichannel platform.

The platform offers a unified interface for handling all customer communications, as facilitated by both conversational AI chatbots and human agents, across multiple channels.

And with advanced analytics and dashboards, managers get a complete view of agent performance and customer satisfaction in real-time.

The CommBox customer success team worked closely with Brimag Service for accelerated and effective solution delivery. The channels were connected, administrators and agents were trained, reports and dashboards were set up, and customizations and routing were implemented, all within two weeks.

“We needed all communications in a single place. We spoke with many leaders in the marketplace. We were looking for a company that could bring us the best technology solution for our business goals.”

Galit Karadi, Directora General de Brimag Service

From dull and tedious to fulfilling and rewarding: a CX champion reborn

With the CommBox platform in place, a variety of repetitive tasks are now being handled by an automated agent – the AI-powered chatbot. These include, scheduling a technician visit, providing technical support, routing calls to messaging channels, providing general information, and even enabling customers to independently purchase replacement parts.

This means a whole new work experience for Brimag’s reps. Agents no longer need to perform these tasks. Instead, they can take on more interesting and rewarding responsibilities. They can focus on complex yet fulfilling and revenue-driving inquiries, and even grow their income by earning sales-related commissions.

As a result of shifting the role of the rep from one that is purely focused on customer support, to one that entails being a champion of customer experience and sales, Brimag is seeing a profound increase in employee satisfaction and retention rates.

With no end in sight to the labor shortage, organizations across every industry will continue to seek out innovative ways to survive, be efficient, and thrive.

With the CommBox platform in place, a variety of repetitive tasks are now being handled by an automated agent – the AI-powered chatbot. These include, scheduling a technician visit, providing technical support, routing calls to messaging channels, providing general information, and even enabling customers to independently purchase replacement parts.

This means a whole new work experience for Brimag’s reps. Agents no longer need to perform these tasks. Instead, they can take on more interesting and rewarding responsibilities. They can focus on complex yet fulfilling and revenue-driving inquiries, and even grow their income by earning sales-related commissions.

As a result of shifting the role of the rep from one that is purely focused on customer support, to one that entails being a champion of customer experience and sales, Brimag is seeing a profound increase in employee satisfaction and retention rates.

El resultado

From cost center to growth center

With CommBox, Brimag Service has evolved its support organization from being phone-centric to one that is powered by digital and automation across multiple channels. Customers can now get instant and round-the-clock support on their channel of choice, whether it’s WhatsApp, Messenger, or email, and whenever and wherever they need it.

Moreover, Brimag has significantly streamlined customer communications management, with the number of tasks that are handled manually having been cut in half, and with repetitive inquiries and tasks now being handled automatically.

Remarkable achievements

  • 50% of inquiries are resolved by automated agents
  • 40% of customer communications are managed digitally
  • 35% more sales are closed by service reps  
  • > 20 conversations can be handled simultaneously by each agent on digital channels        
  • 18% of human costs saved 
  • 8X NPS growth 

“The level of attention we get from CommBox is unparalleled. The project management team and dedicated customer success manager who support us bring tremendous knowledge, and working with them is simply a pleasure.”

Galit Karadi, Directora General de Brimag Service

Automation is the key to enhancing CX and efficiency

This is where the hybrid service model comes into play – bringing the best of both worlds, with the efficiency and effectiveness of AI and automation, while keeping the human in the loop when needed.

In this reality, AI and automation are the key enablers for achieving these goals. But this will only work if they also find a way to ensure they can maintain the human touch whenever their customers need it.

Whether in times of crisis or prosperity, as Brimag came to see, this is the key for driving employee and customer satisfaction, as well as increasing operational efficiency, reducing costs, and growing the bottom line.

Join the hybrid contact center
revolution today!

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