How Bricocenter increased potential sales by connecting online customers and physical stores

Industry:

Retail

Company size:

>2.000 employees

Location:

Milan, Italia

Core feature:

Integration with warehouse systems
Multichannel ticket management
Proprietary mobile app
Automatic routing to the store

Decentralization of customer support

A retailer with more than 50 stores spread across the territory, BricoCenter has realized that people want to talk to store staff because they trust their expertise with respect to the products they are looking for or have purchased. At the same time it should also be considered that store staff cannot devote all their time to handling digital inquiries.

For this reason, BricoCenter enlists the help of Stip, which not only automatically resolves simple requests, but also sends more complex requests to the store using a customized mobile app, which already has all the necessary data to be immediately handled.

Thanks to Stip’s mobile app, BricoCenter stores can get in touch with customers and respond to all requests, coming from any channel, directly from their smartphones.

Vantaggi operativi

gestione automatica delle richieste semplici
gestione automatica delle richieste di disponibilità prodotto
raccolta dati per le richieste complesse e indirizzamento automatico dei ticket ai negozi
applicazione mobile per una gestione semplice ed efficiente delle richieste dei clienti direttamente dai negozi

Vantaggi di performance

aumento potenziale delle vendite
aumento delle performance operative
riduzione dei tempi di gestione
aumento della soddisfazione dei clienti

Reduced management time

automatic management of product availability requests

Potential increase in sales

automated management of simple requests

Increased operational performance

data collection for complex requests and automatic routing of tickets to stores

Increased customer satisfaction

mobile app for easy and efficient management of customer requests directly from stores

Some of the possibilities with Stip app

1. Monitoraggio dei canali di contatto e gestione delle richieste semplici

Grazie ai propri plug-in, Stip monitora tutti i canali digitali di interesse per BricoCenter.
Non importa quale canale scelgano i clienti: con Stip non saranno costretti a cambiare piattaforma o a ripetere a operatori diversi le stesse informazioni.

Stip gestisce e risolve in automatico e in tempo reale le richieste di assistenza semplici o di informazioni, senza necessità di intervento da parte di un operatore.

Monitoring of contact channels and automatic management of simple requests

With its plug-ins, Stip monitors all digital channels of interest to BricoCenter.
No matter which channel customers choose, with Stip they will not be forced to change platforms or repeat the same information to different operators.

Stip handles and resolves simple service or information requests automatically and in real time, without the need for operator intervention.

Integration with warehouse system to offer real-time product availability

Before Stip:
To find out the availability of a product at any BricoCenter store, the customer had two options:

Call the store
Go to the BricoCenter website and search for the store and the product of interest

With Stip:
Thanks to the integration with warehouse systems, customers can ask BricoCenter for the availability of a product in all stores and from any contact channel (social channels, web chat, WhatsApp etc.). Once they find the product, they can:

Purchase it directly online
Chat with the relevant store to ask for more details and reserve the product, which they will then pick up

Complex request management and ticket routing to the store

If, to resolve a request, operator intervention is required, Stip interacts with the customer and automatically collects the missing data to resolve it quickly.

Once the data is collected, Stip creates a categorized ticket and routes it to the relevant store, directly connecting the customer with store staff who can support the customer and potentially convert the request into a sale.

Managing requests with the mobile app, a decentralized customer service

Ticket viewing, notifications, and display and search filters

With Stip’s automatic routing, each store only displays and views the tickets of its competence. Stores have the ability to create areas of specialization, allowing different people to only handle certain types of requests.
Thanks to the filter system, each store operator can view and search tickets by source channel, date, reason for contact, data collected and much more.

Ticket management and customer response

All tickets received, regardless of the channel used by the customer, will be shown in a single view to the operator and will be accessible directly from their smartphone. Operators will be able to chat with the customer, view the data collected by Stip and any attachments.
Stip’s platform is extremely user-friendly, simple, fast and customized for the company.

In addition, with one click, the operator can change contact channels if necessary. He/she can, for example, close a request on Facebook, and send a coupon to the customer via email.

Organized archive for ticket search and statistics

Within the archive, all tickets can be searched by input channel, sender, data collected, date range, and ticket type.

By tracking activities with artificial intelligence, Stip prepares a set of statistics that allows you to:

Analyze the performance of team departments
Analyze the work and performance of the stores
Understand the distribution of requests

Contact us and we will create a customized proposal that fits your company's unique needs

Artificial Intelligence that automates repetitive customer service tasks with no added value for the customer, allowing operators to focus on resolving complex requests, in just one single interaction.