IKEA Hong Kong
Last updated:
Proven experience - since mmm yyyy
Achievements
56%
Automation in handling enquiries and recommending products
300%
Growth for Messenger as a customer care channel over a two-year period showing preference by customers on using Messenger to connect with IKEA
78%
Increase in agent productivity
How did it happen?
Set Sail worked with IKEA Hong Kong for three months to identify top-tier use cases and customise the process. The Messenger-powered automated solution was enabled to search the home furnishing catalogue, recognise uploaded images, and respond to common customer inquiries, including shopping advice and recommendations about products and services.
Once the solution was built, IKEA Hong Kong and Set Sail tested it for another three months before launching the product, which included a simple workflow using keywords, triggers and a series of menus to guide customers through each step of self-service until their inquiry is resolved. For occasions when automation cannot adequately resolve the query, the solution integrates with live chat support software so as to provide frictionless, high-quality customer service that is available 24/7.
