Parmalat: connecting consumer service and e-commerce support
Thanks to Parmalat, we developed a project connecting consumer service with e-commerce support, improving the efficiency and professionalism of both to enhance the customer experience.
Is it really necessary to connect distinct business areas, such as consumer service and e-commerce support?
It is common to hear a company's customer service say: 'You need to contact the dedicated customer service team, because we only deal with e-commerce and orders. Here is the number you can call about your issue.'
This approach can be frustrating: is there really no connection between the teams?
Despite the importance of user experience and consumer-focused strategies, many companies still fail to realise how harmful this kind of consumer handling can be.
How can you prevent customers from being passed from one team to another because of different skills and roles, even though those distinctions are an inherent feature of the services?
At Promoservice Parma (PSP), we implemented a tailored solution connecting different business areas and partners according to their specific expertise.
One practical example, using our Jeko software and expertise, is the project for Parmalat. For this company, which needs no introduction, we provided consulting to design and implement customer service specifically aimed at avoiding frustrating handoffs between service providers.
This integration also gives Parmalat all the data and information needed for qualitative analysis of requests, providing an in-depth understanding of its target audience that is essential for developing new strategies.
