Chat Center for FMCG: Case Study of the Karusel Retail Chain
Posted: Thu Feb 20, 2025 3:24 am
Complaint and suggestion books have finally lost their popularity, so the largest players in the FMCG retail sector are looking for new ways to get customer feedback. The managers of the Karusel retail chain followed the path of messengers and increased the number of new customers by 5 times. We tell you how they did it and how the Chat2Desk service helped them .
About the company
Karusel is one of the leading cambodia mobile database chains in Russia. It is managed by X5 Retail Group, which also owns the Pyaterochka and Perekrestok chains. Since 2004, the retail chain has grown to 91 hypermarkets across the country, revenue has reached 87.4 billion rubles, and the number of visits has amounted to 120 million people per year.
Problem
The high flow of customers required the implementation of omnichannel customer support in messengers.
The company needed to complete the following tasks:
Increase customer loyalty.
Increase the speed of response to problems in the Carousel TS.
Improve the quality of communication with clients.
Increase the share of communication with customers.
About the company
Karusel is one of the leading cambodia mobile database chains in Russia. It is managed by X5 Retail Group, which also owns the Pyaterochka and Perekrestok chains. Since 2004, the retail chain has grown to 91 hypermarkets across the country, revenue has reached 87.4 billion rubles, and the number of visits has amounted to 120 million people per year.
Problem
The high flow of customers required the implementation of omnichannel customer support in messengers.
The company needed to complete the following tasks:
Increase customer loyalty.
Increase the speed of response to problems in the Carousel TS.
Improve the quality of communication with clients.
Increase the share of communication with customers.