Customer service channels blended deliciously for Hotel Chocolat

We offered Hotel Chocolat a single operation covering all major channels, including a centralized email solution. Through bringing all these channels together, we can streamline and personalize Hotel Chocolat’s customer journeys to a high degree.

The solution is set up on multiple queues to improve supervision flexibility, providing the agility to prioritize key customers, channels, queries or issues. Increased agent visibility of all historic communications further augments the personalization options.

We also offered Hotel Chocolat a range of innovative technology solutions to enhance customer experience, such as the use of AI, chatbots, and also TechSee, a visual tool solution that allows our trained agents to see, guide and solve customers’ issues in real time.

And while delivering all of this, our solution provides effective and accelerated ramp-ups, whenever needed, through access to multiple Konecta sites and trained staff.

Our first full quarter of delivering single-operation, multi-channel services to Hotel Chocolat included the busy Christmas period when customer queries soar. Through cross-training on all channels, Konecta’s dedicated team quickly reached good levels of service, and handled +26,000 calls and +53,000 emails.

We also completed a TechSee pilot trial. 95% of customers offered the service were happy to make use of it, on queries ranging from technical support for their Velvetiser, Hotel Chocolate hot chocolate machine, to questions about damaged orders. The trial saw a good increase in first contact resolution, and we will now roll it out more widely to support Hotel Chocolat and its customers.

Other next-steps include the use of AI-driven chatbots integrated with the Hotel Chocolat knowledge base. This will allow our agents to answer customer queries more speedily and effectively than ever, while also offering enhanced value for Hotel Chocolat. It’s a tasty mix!