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Retail sector

Client-focused study case to encourage First Contact Resolution

Smart Contact form

Order claim

Guidance from a digital platform to the best solution

Anne browses the contact page of the website from her laptop to find a contact number dedicated to to phone theft claim 

Visual IVR

Shop opening hours 

Switch from call to digital platform

Anne calls the shop to ask about opening hours

Digicall

Start of the order and support to finalise it 

Transfer the digital data collected to an advisor on the phone 

Anne starts a loan estimation from the general website and wants to contact customer service over the phone

My Hub

Call to ask about product availability 

Switch an incoming call from an advisor to a contextualised digital interface 

Anne tries to call a shop to know the product availability but the shop no one picks up 

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