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Referanse: REMA 1000

How we help one of the largest grocery stores in norway improve customer service.

About REMA 1000

REMA 1000 in Norway consists of a head office in Oslo, fourteen regional offices and six distribution centers. Head office duties include joint marketing and procurement, finance and IT, as well as operation, establishment and central support functions. The basic values are the backbone of REMA 1000’s corporate culture. This is a set of values that have been created through the company’s history, and that all of REMA 1000 live by every day.

One of these is: The customer is our boss!

The challenge

In order for the customer to remain their boss, it is important for REMA 1000 to maintain an active dialog across all channels. REMA 1000 handles large amounts of customer inquiries on social media and from their own website daily. It turns out that many customers are in need of a quick answer to simple questions, preferably without having to contact customer service. In addition REMA 1000 wants full control of all inquiries from web, mobile, chat and e-mail.

The solution:

  1. SocialBoards FAQ provides REMA 1000 with a proactive self-help knowledge base where the customer gets the opportunity to find the answer to their question, without having to contact customer service. A powerful search engine and smart algorithms sort articles in the best possible way for the customer. SocialBoards clients have achieved reductions in the number of inquiries using SocialBoards FAQ.
  2. SocialBoards Inbox grants REMA 1000 full control of customer dialog in social media, like Facebook, Twitter and Instagram. By working in a unified inbox REMA 1000 gets an overview over all posts and tweets coming in, which ones need attention and who is working on what. It saves time by answering the customer straight from their inbox without having to find the relevant record in one of the social media channels.
Feedback from REMA 1000

“We have worked with SocialBoards and the fantastic team since the very beginning. SocialBoards helps us live up to our most important core values – every day: The customer is our boss.”

 

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