How a leading e-commerce player multiplied its commercial results by ten
Context For over ten years, a major name in e-commerce and home improvement has relied on Armatis to manage and optimize its multichannel customer relationship.Initially focused on first-level customer service (information, after-sales support, online reputation, handling complex cases, in-store interface), the partnership gradually evolved toward a more strategic approach, incorporating customer retention, sales, and support […]
How an e-commerce giant quadrupled customer satisfaction with Armatis
The Context An international marketplace, experiencing explosive growth and millions of active users with thousands of daily transactions, faced several strategic challenges: A sharp and constant rise in customer requests High-volume, time-consuming moderation needs Tightened security requirements to prevent fraud Extremely high user expectations for fast and high-quality responses A reputational risk to manage with […]