Zalando: Decreasing AHT while increasing C-Sat

Zalando, Europe’s leading online fashion platform, faced significant challenges: managing seasonal surges in customer service demand, supporting expansion into new markets, and delivering exceptional support to millions of customers throughout the region. Read the case study to learn how the company achieved measurable gains in efficiency, quality, and customer satisfaction by implementing scalable, multilingual customer care solutions powered by advanced automation, intelligent workforce management, and efficient onboarding programs.

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