“Microsoft Teams Inbox Solution” Digitizes IKEA’s Corporate Customer Service

What did Ikea need?

Technology Helps Boosting Up Customer Service Experience

IKEA hasn’t stopped there. Faced with a large number of customer inquiries every day, IKEA keeps improving its customer service experience and hoping to maintain high-quality customer service. Therefore, IKEA has chosen to use the solutions provided by Microsoft and our partner Sanuker to offer a better pre-sale and after-sale experience across different channels.

What was the solution?

Omnichannel Communication on Microsoft Teams

Our partner Sanuker, a business messaging expert and a partner of Microsoft and Meta, has provided the “Microsoft Teams Inbox Solution” for the IKEA Customer Support Center (Hong Kong and Macau). This solution consolidates all communication channels, such as WhatsApp, Messenger, and WeChat, onto a single platform. The team can answer repetitive questions and offer intelligent product recommendations 24/7 through a dedicated chatbot provided by Sanuker. This allows for easier management of customer conversations from various channels.

When customers need help, they can initiate a conversation with the on-duty customer service specialist, get connected to a live customer service representative immediately, and even transfer the conversation to another department or colleague. This ensures a high-quality customer service experience and no customer inquiries are missed.

Compared to traditional hotline and email responses, the efficiency of resolving customer issues has increased by 70%, customer satisfaction has increased by 17%, and the efficiency of self-solving problems has reached 70%, the highest of all customer service channels.

Easily manage team performance, scale up at any time

Increase Sales Conversions

The integration of Microsoft Teams and Sanuker’s solution allows IKEA to provide a fast, reliable customer service platform, bringing IKEA closer to customers. Customers can find the products they want more quickly. A high-quality shopping experience and chatting process can accelerate the customers’ purchasing intentions, at the same time improve customer satisfaction and loyalty, which will be beneficial to the business in the long run.

In conclusion, in this era of increasing AI and technology assistance, it’s believed that the service industry absolutely needs to improve the overall service quality and customer experience. Choosing a suitable communication and service tool can definitely help businesses increase productivity and competitiveness, which is one of the necessary things to do in this trend!

Result

1. the efficiency of resolving customer issues has increased by 70%
2. customer satisfaction has increased by 17%, and
3. the efficiency of self-solving problems has reached 70%, the highest of all customer service channels.