• Notícias & Insights
  • Histórias de clientes
  • Optimizing omnichannel customer service for Danone

12 outubro 2026

Partilhar em

Retalho e E-commerce | Estratégia e conceção CX, Customer Experience, Desenvolvimento e implementação de casos de utilização, IA Agêntica para Customer Experience

Optimizing omnichannel customer service for Danone

Since 2018, Konecta has been supporting Danone, a global leader in the food and beverage industry, in managing its omnichannel customer relations. Faced with high volumes, our tailor-made solution has achieved a 97.5% answer rate and an outstanding NPS of 76.

A propos du client

Danone is a global leader in the food and beverage industry operating in both the B2C and B2B segments. Its diverse portfolio includes fresh products (Activia, Actimel, Alpro, Danette, Danonino, Velouté), mineral waters (Evian, Volvic, Badoit, Salvetat), and infant nutrition (Laboratoire Gallia, Blédina). This specificity requires both highly specialized and multidisciplinary expertise to support families and consumers on a daily basis. 

Key figures

97,5 %

 answer rate

76

 Net Promoter Score (NPS) 

17,000

emails, 16,000 calls, and 2,000 WhatsApp interactions managed per year

Danone entrusts Konecta with handling all of its consumer inquiries and complaints. The primary challenge of this partnership lies in the wide variety and sensitivity of the topics handled on a daily basis. Agents must constantly alternate between standard questions regarding fast-moving consumer goods and highly technical topics related to infant nutrition. This environment requires constant versatility. The main goal for the brand is to provide a complete, accurate, and reassuring response from the very first contact in order to satisfy consumers. 

To address these challenges, Konecta set up a core team of 13 dedicated agents, trained to master the diversity of the brands and adapt their messaging to consumers. Danone's consumer support is omnichannel, ensuring a seamless and continuous journey across voice, email, social media (TikTok, Instagram, Facebook), and WhatsApp.
Additionally, Konecta deploys AI assistance tools specifically to automate call transcription and the escalation of customer verbatims, filtering voicebots, simulation modules for training, as well as an on-site dietitian.

This long-term partnership, initiated in 2018, consistently delivers results that exceed the brand's expectations. In 2025, Konecta guaranteed an excellent quality of service with a 97.5% answer rate and a contractual score of 18/20. The NPS reached 76, exceeding the set target. Beyond the metrics, Konecta demonstrates flawless service continuity and a proven ability to absorb significant seasonal or exceptional peaks in volume. 

« The responsiveness of the Konecta teams is a major asset in protecting our brands. Their ability to manage omnichannel volumes while effectively supporting consumers and exceeding our satisfaction targets enables us to guarantee daily service excellence. »

Laurence Sadourny, Consumer Relations and e-Influencers Manager - Doctor of Nutrition, Danone

In this video (in French), our agents explain how they support customers of Laboratoire Gallia, a French brand specializing in infant nutrition owned by the Danone Group. 

Success stories

Retalho e E-commerce

Boosting Ferrero's online reputation with five-star support

Ferrero, a global retail and food leader, needed to elevate consumer care across the UK and Ireland. By partnering with Konecta, Ferrero successfully turned negative experiences into brand advocacy, dramatically increasing Trustpilot scores and strengthening customer loyalty. 

Saiba mais

Retalho e E-commerce

Elevating El Palacio de Hierro’s collection recovery with Agentic AI

Mexican luxury department store El Palacio de Hierro sought to optimize early-stage debt recovery. By upgrading operations with agentic AI, Konecta transformed their digital collections, matching the output of their agents while maximizing recovered funds and maintaining El Palacio de Hierro's recognized customer experience. 

Saiba mais

Retalho e E-commerce | IA Agêntica para Customer Experience, Serviços de IA & Agentic AI, Preparação e estratégia da IA/GenAI, Desenvolvimento e implementação de casos de utilização, Customer Experience

Customer service channels blended deliciously for Hotel Chocolat

Hotel Chocolat aims to make people and nature happy through chocolate. And that requires exceptional levels of customer service. Harnessing technology, Konecta has provided Hotel Chocolat with a single-operation approach covering major channels. The result? A deliciously streamlined and personalized service.

Saiba mais

Retalho e E-commerce

Talks, a personal space with Ferrnando Garcia, Customer Experience Sr Director at Mercado Libre

Konecta supports all Mercado Libre units (Pago, Envíos, Mediaciones, Marketplace) with high customer experience services via chat, C2C, and email, following their guidelines and based on a "continuous beta" operational model, matching Mercado Libre's approach.

Saiba mais

Media & Technology | Customer Experience, Assistência técnica

Unifying tier 1 and tier 2 resolution for PFU

When PFU (EMEA) needed to deliver seamless technical support for its scanner equipment across 36 EMEA countries, they faced a complex logistical puzzle: how to provide high-quality, multilingual assistance without inflating costs in regions with lower call volumes. 
Together with Konecta, PFU transformed this challenge into a highly efficient, centralized support hub in Portugal that unifies tier 1 and tier 2 resolution, ensuring every customer receives fast, expert assistance.

Saiba mais