GIPHAR
Giphar Group had initially opted for a ticket management solution, which soon proved to be be insufficient for the number of outbound and inbound that the sector must manage on a daily basis. Of more, with no visibility on agents’ activity, the drop-out rate a and deteriorated customer satisfaction, which is essential in this highly competitive sector.
GIPHAR Group
Giphar Group had initially opted for a ticket management solution, which soon proved to be be insufficient for the number of outbound and inbound that the sector must manage on a daily basis. Of more, with no visibility on agents’ activity, the drop-out rate a and deteriorated customer satisfaction, which is essential in this highly competitive sector.
Exists since 1968
Network of more than 1300 pharmacies
400 employees
It should be noted that to date, the handling of pharmacist calls by our support teams is facilitated for its responsiveness and the relevance of the responses provided to callers and called through the Nixxis solution.
Goals
- A competitive achievement in customer satisfaction
- No quantitative and qualitative visibility of calls
- A high dropout rate
Giphar Group achieves excellent results with Nixxis Contact Suite
Nixxis Contact Suite enabled à Giphar Group to improve both resolution resolution time but also to optimize the time of its agents with a better distribution of calls thanks to reporting activity of its teams.
Satisfaction rate boosted by 30% in two years
A marked decrease in the dropout rate
Rapid response thanks to AI
Comprehensive reporting for better agent workload distribution
Giphar Achieves Great Results with Nixxis Contact Suite
NixxisContact Suite enabled à Giphar Group toimprove both resolution resolution time but also to optimize the time of its agents with a better distribution of calls thanks to reporting activity of its teams.
Satisfaction rate boosted by 30% in two years
Satisfaction rate boosted by 30% in two years
Rapid response thanks to AI
Comprehensive reporting for better agent workload distribution
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