Miele case study
"The expertise that Premier CX have when considering the customer's perspective is what has helped us to clearly convey our message". Mike Rixon, Head of Technical Management - Miele
Miele's goals
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Create a dedicated service to better support their customers
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Reduce wait times
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Increase awareness of relevant products and solutions
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Promote the benefits of self-service / positive deflection (where appropriate)
Results
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Customers choosing to self-serve online to help with their queries
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Miele were able to identify key queries which kept arising
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Resolved common issues by using FAQ videos to help customers
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Customers now have a visual guide with clear instructions, at a pace that suits them
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Customers are going online directly to find help - instead of calling
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Call wait times reduced significantly, making their customers happier
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More fulfilled agents
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Brand reputation enhanced
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5,800 customers self-served in just 5 months
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16% reduction in relevant call volumes