Dixons Carphone Group adapts digital channels for COVID‑19 demand
Using Nuance Live and Async Assist and Nuance Virtual Assistant, Dixons Carphone Group (DCG) has the foundation in place to expand‑and enhance its digital support and service offering.
Description
As COVID-19 lockdowns were put in place across the UK, hundreds of DCG’s physical stores were forced to close, creating a huge spike in sales across the company's phone and digital channels. With only 25 agents working in its live chat division, the service could easily have been overwhelmed.
Download case study (pdf. Open a new window) Explore Nuance Digital Engagement
“ We didn't have to worry about provisioning or onboarding too many people at once. We could just focus on building the best experience possible in complex circumstances. ”
Chris Stroud
Director of Contact Center Operations
Dixons Carphone Group
Challenge
As COVID-19 forced DCG to close its stores, and demand increased for online support and sales, the company needed to rapidly expand its service channels.
Solution
Using Nuance Live and Async Assist and Nuance Virtual Assistant, DCG deployed more than 100 new chat agents and a conversational virtual assistant within just a few weeks.
Results
DCG's chat agents handle around 35,000 conversations per week, and its virtual assistant handles nearly 100,000 interactions weekly.