Transforming Customer Support: The Netomi Solution for Harry Rosen

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Transforming Customer Support: The Netomi Solution for Harry Rosen

Resolving Customer Tickets Efficiently

Harry Rosen, a renowned luxury menswear retailer, faced a surge in digital customer service tickets during the COVID-19 pandemic. With Netomi's AI solution, the company achieved a 70% ticket deflection rate, significantly reducing the workload on its customer service department.

Creating a Seamless Customer Experience

Netomi's AI, known as Hailey, collaborates effectively with Harry Rosen's agents to provide customers with quick and accurate resolutions. By integrating with the retailer's back-end systems, Hailey streamlines processes for common customer queries like order status and exchanges, ensuring a seamless support experience.

Handling Seasonal Peaks with Ease

During busy seasons, such as the holiday shopping period, Hailey's automation capabilities shine. Without the need to hire extra agents, Harry Rosen experienced a drastic reduction in ticket resolution time, from several days to mere hours. This efficiency ensures that customers receive timely assistance even during peak periods.

Testimonial from EVP of Digital & Strategy

According to Ian Rosen, EVP of Digital & Strategy at Harry Rosen, Netomi's AI was so effective that the company did not need to hire additional agents during the previous holiday season. The seamless collaboration between agents and AI showcases the significant impact of adopting Netomi's solution for customer support.

Looking Towards the Future

As Harry Rosen continues to leverage Netomi's AI for streamlined customer support, the company can focus on enhancing other areas of its business. By exploring the potential of Netomi's solution further, Harry Rosen can ensure sustained efficiency and customer satisfaction in the ever-evolving retail landscape.

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