Since its creation in 1990, Nature & Découvertes has established itself as the leader in well-being in France, with 65 stores dedicated to eco-commerce and zen attitude. To support its customers in their quest for innovative products and raise awareness about the environment, the company has set up an efficient contact center with the help of ViaDialog.

Optimizing customer interactions

Nature & Découvertes launched a contact center to intelligently manage incoming calls related to the "Nature Moments" program, offering numerous benefits to its members. David Lachaud, Internet and CRM Director, explains: “The choice naturally fell on ViaDialog due to the proven reliability of their solutions and the positive feedback from our customer service.”

Effective multichannel management

To improve the management of hundreds of monthly calls, Nature & Découvertes uses ViaDialog's CCaaS solution, allowing for efficient handling of requests and improving the processing rate beyond 75%. Meanwhile, ViaDialog's offering automates responses to members' emails, thus ensuring management without data loss. “The flexibility of use and monthly statistics on incoming calls facilitate our regular assessment and the adjustment of our responses to subscriber requests,” rejoices Julie Legros, in charge of member relations.

Tangible and promising results

With ViaDialog, Nature & Découvertes has noticed numerous advantages, including a considerable time saving in processing responses and a significant improvement in customer satisfaction. After a year of collaboration, the company analyzes the initial trends and considers technical evolutions to further strengthen the relationship with its customers.