Deployed in 17 countries, the Eptica solution covers both automated and augmented conversations: self-service, email, social networks and chat. L’Occitane uses Eptica’s shared knowledge base which is integrated into all digital channels and the telephone…
Eptica’s solutions helps us to respond quickly and consistently across all channels. Thanks to Eptica Chat we can transform our customers into real brand ambassadors via every interaction worldwide
Eptica’s solutions helps us to respond quickly and consistently across all channels. Thanks to Eptica Chat we can transform our customers into real brand ambassadors via every interaction worldwide
L’Occitane en Provence, the French beauty product and fragrance brand founded in 1976, manufactures and sells natural and organic cosmetics and well-being products all around the world. With a business turnover of €1bn, the group is now marketed under five brands (L’Occitane en Provence, Melvita, Le Couvent des Minimes, Erborian and L’Occitane au Brésil) through 5 distribution networks and has over 2300 stores across 90 countries
Through its major international CRM systems upgrade project, L’Occitane intends to offer its millions of customers around the globe a more seamless and customer-friendly cross-channel experience.L’Occitane’s quality of service and customer guarantees needed to be identical when dealing with any major international issue, across all networks and all continents.
L‘Occitane’s Customer Service mission was to enhance the customer experience and improve operational efficiency through such initiatives as automation of low value-added tasks, improved customer recognition and KPI monitoring. In order to achieve this, and with a view to streamlining and optimising all of its customer relations systems, L’Occitane en Provence has chosen Eptica for its multichannel and multilingual customer relations management solutions. The group has also implemented a new Chat contact channel, with a view to making significant improvements to its conversion rate.
We evaluated 500 leading US Retailers on their ability to provide answers to 10 routine questions via Email, Chat, Facebook Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guides...