Salling Group mejora el CSAT y los costos laborales con Zello

Instant, efficient customer service

As Denmark’s largest retailer, Salling Group prioritizes bringing innovation to the 1,000+ stores under its brands. Salling Group wanted to streamline the way customers requested assistance in stores, which at the time was a doorbell monitored by one employee. If that employee was busy, they would call individuals for backup until they found someone free, which could take up to 10 minutes. Meanwhile, the frustrated customer was left waiting without any indication their request was received.

To replace the doorbells, Salling Group set up Zello Kiosks throughout its stores. Customers request help on a simple touchscreen, which gives confirmation that help is coming and pings a Zello channel staffed by many employees to ensure a prompt response.

In the first month of using Zello Kiosks, Salling Group recorded a 33% increase in customer satisfaction. Salling Group’s Infrastructure Engineer Tobias Rolver estimates that without Zello, each store would require at least 10 additional sales associates to provide equivalent customer service in the same area – effectively saving 25% in labor costs.