Since its creation in 1990, Nature & Découvertes has established itself as the leader in well-being in France, with 65 stores dedicated to eco-commerce and zen attitude. To support its customers in their quest for innovative products and to raise awareness of the environment, the company has set up an efficient contact center with the help of ViaDialog.
Optimization of customer interactions
Nature & Découvertes launched a contact center to intelligently manage incoming calls related to the "Nature Moments" program, offering many advantages to its members. David Lachaud, Internet and CRM Director, explains: “The choice naturally fell on ViaDialog due to the proven reliability of their solutions and the positive feedback from our customer service.”
Effective multichannel management
To improve the management of hundreds of monthly calls, Nature & Découvertes uses the CCaaS solution from ViaDialog, allowing efficiently handling requests and improving the processing rate to over 75%. At the same time, the ViaDialog offering automates responses to members' emails, thus ensuring management without data loss. “The ease of use and the monthly statistics on incoming calls facilitate our regular review and adaptation of our responses to subscriber requests,” says Julie Legros, in charge of member relations.
Concrete and promising results
With ViaDialog, Nature & Découvertes has seen numerous advantages, notably a significant time saving in processing responses and a marked improvement in customer satisfaction. After a year of collaboration, the company is analyzing the first trends and considering technical developments to further strengthen the relationship with its customers.