Crafting Excellence: Smeg’s Innovative approach to Customer Service
"With the technical knowledge and support of Boxfusion, at Smeg we have transformed our customer’s service experience by implementing cutting-edge technologies to remove customer friction and enhance user satisfaction. Through a focus on seamless design and intuitive self-service tools, supported by the implementation of Generative AI, we have been able to provide a greater First-Time resolution path for our customers and reduce contact coming into our Service Team."
Cerie Paton, Head of Business Systems, Smeg UK
Background
Our client, Smeg, is an Italian manufacturer that operates three key divisions; home appliances, professional and medical instruments.
With multiple subsidiaries worldwide, SMEG aims to reflect Italian design characteristics of elegance, originality, and quality in all its products.
Smeg wanted to reflect their quality and customer centricity through their service channels, so they set out to craft a next-level, AI-powered, customer service online experience that covered all customer needs in one central location.
