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Optimal customer focus. That is what we are aiming for together with our Partners. The Customer Experience is always central to this. We ensure that the improvements we make are perfectly tailored to the wishes of our Partners. Purposeful, with smart techniques and always in close cooperation with our Partner.

In recent years, we have built up a great collaboration with our Partner OTTO. We not only take the customer contact out of their hands, we also examine together how we can make the customer contact strategy even better. In a co-creation, we then actively work on these improvements.  

An important part of improving our partnership is working on a customer contact strategy for the coming years. In doing so, we look at OTTO'S wishes and how we can improve customer contact with a view to the future. Together we determine that dot on the horizon!

Figures

  • Better insight into delivery times on the website
  • Greater clarity on the account overview
  • Make prepayment easier
  • Live Chat as a new channel
  • Improvement of the Interactive Voice Response (IVR)
  • An even better Knowledge Base

Improve starting from the customer experience

One thing is for sure, the Customer Experience is central to our way of working! For a customer, the only point of contact with an organisation is often through customer service. But even if a customer visits online, the customer experience must be perfect. All steps in the customer journey, from visiting the website to paying for the ordered product, must run smoothly. 

We map every step of the customer journey, looking at the valuable insights we have gathered. We do this both from the point of view of data analysis and by talking to the Members. We then look at what they run into in their work. The solutions we then propose are usually a mix of CX and Tech. By working in this way, we deliver improvements that help both our Partner and our Partner's end customer and elevate the customer experience.

Prevent and transfer customer contact

By implementing improvements from the Customer Experience, we have already achieved great results. For example, OTTO actively worked on making the communication with regard to product delivery times clearer for their customers. In turn, we started a pilot for live chat as a new contact channel.

The beauty of these improvements? They are fully in line with the wishes of our Partner! OTTO was looking for a way to reduce customer contacts and improve customer satisfaction. The clearer communication of delivery times means that customers are now less likely to call about their order. And if they do get in touch? This can now also be done via live chat, where they can quickly get in touch with a Member. Together, these improvements have a positive impact on customer satisfaction.

Digitisation from the customer's perspective

The joint implementation of improvements is a continuous process. With a view to the future, the Customer Experience always remains central. In addition to the expertise in the field of customer contact and CX, we can use our smart Tech solutions in a targeted way and actually implement them. A unique combination, through which we not only distinguish ourselves in the market, but also build a long-term and future-proof partnership with OTTO!

About OTTO

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Otto Group has grown into one of the largest home shopping organisations worldwide with its headquarters in Hamburg. Otto B.V. is part of the Otto Group, with branches in more than 30 countries and around 50,000 employees worldwide. As one of the first mail order companies in the Netherlands, Otto B.V. has been developing from a mail order company to a postal and online organisation for 30 years (since 1979). Especially at the beginning of this century, the focus shifted to selling via the online channel.

In mid-2009, Otto B.V. announced a new strategy: in 2010, it wants to be‘online only’ player. As a provider of a complete range in, for example, Fashion, Living and Multimedia and as a company that invests a lot in long-term relationships with its customers and has an eye for its environment.

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