If there is one thing that we are clear about in the world of Retail The thing is that technology is here to stay, and whoever doesn't ride that train... is left behind. Nowadays, Digital transformation It is the engine that drives business growth, and in Colombia we are no exception. Here, one of the largest in Hard Discount He is already marking the stop, and he does it hand in hand with Celeru, giving a lecture on how the customer experience is improved and processes are optimized at the point of digitalization.
What is this retail giant doing to improve its customer service?
Look, this tough one from Hard Discount not only does it sell cheaply, but now it also sells quickly and efficiently. Thanks to the help of Celeru, decided to implement Freshdesk Omnichannel and Avaya, two tools that have brutally improved customer service management, allowing them to serve their consumers through all possible channels, without missing a single interaction. Everything is controlled here, from an online chat to a phone call, everything goes through a system that organizes and dispatches it at the speed of light.
The thing doesn't stop there. With the annual subscription that includes technical support and updates, this retailer is guaranteed to respond to its customers with the greatest speed and precision. They are even considering expanding the game with Azure Server Hosting, which would allow them to save data in the cloud as if there were no tomorrow, ensuring that everything is available when needed (D1 integration proposal...).
Personalization and technology, the winning duo
Now, tell me about personalization... What a level! With the artificial intelligence (AI) integrated, this store has taken customer service to another level. Service agents have access to customer data in real time and, of course, every interaction feels like they've known you for a lifetime. It's no longer about serving you just because, but about anticipating what you want, based on your previous purchases, what you're looking for and your preferences. That's a game changer! This way, every customer feels that the experience is designed just for them. And that not only engages, but it builds loyalty.
Self-service: because no one has time to waste
Another great goal in this digital game was the self-service. With Freshdesk, the customers of this store can answer their questions and queries without having to speak to an agent, it's that simple! From checking the status of your order to finding answers to frequently asked questions, it's all just a couple of clicks away. This frees agents to focus on what's really important and improves operational efficiency in a big way.
And of course, by integrating Avaya with Freshdesk, the store ensures that the service flows like water. If you're a customer, you receive quick and accurate answers, and if you're part of the team, you can be sure that everything is working like clockwork.
Automation: because the future is now
La automation of processes is another strong card in this transformation. Not only are they reducing time and costs, but they are also ensuring that the service never stops. Can you imagine all that goes into having a store running without interruption? A hit! With this strategy, they are ensuring a business growth solid, because when your customers are happy, they come back for more.
This store, which is already the largest in its category, has managed to remain competitive thanks to these productivity tools than Celeru has helped them to implement. So, while others are still thinking about it, they are already one step ahead, optimizing every move to ensure the best experience.
This giant of the Hard Discount Don't rest on your laurels. He has known how to get the most out of the digital transformation, improving their customer service and optimizing each of their processes. The coolest thing is that not only is it doing well, but it is setting the tone for other companies in the retail sector in Colombia. With advice from Celeru, they have achieved a perfect balance between technology and service, and today they are a clear example of the fact that, when implemented by digitalization, the results are obvious.
So you know, if you're in the retail world and you want to stay relevant, it's time to follow in the footsteps of these tough guys and bet on digitalization. The result? An agile, personalized and efficient customer experience that will not only make you grow, but will also put you on everyone's radar.
