Chocolateness, a specialty dessert company in Kuwait, said recently it is moving forward with bettering its customer experience by partnering with Viacomms Telecom to utilize communications solutions offered by Avaya to improve the interaction with its customers.
Chocolateness started by a team of five entrepreneurs and a molten chocolate recipe in 2007, has quickly grown into six restaurants in Kuwait. Posting revenue growth of more than 75 percent in the past 24 months, Chocolateness wants to deliver a more interactive and integrated way to stay in touch with customers. The dessert company will integrate phone, SMS, chat and other media outlets to better engage with fans of the restaurant chain.
Owners of the company believe a better communications system will build stronger loyalty from customers, better customer satisfaction and digitally transform the way the company interacts with consumers.
“For us, Chocolateness is more than a business - it is a concept of all that is good in life,” Chocolateness General Manager and Co-founder Abdullateef Al Humaid said. “That means ensuring that we deliver the best possible customer service and by partnering with Viacomms Telecom and Avaya we can communicate more effectively with our customers and address head-on the challenges we face as a fast-growing business. Our business has shown dramatic improvement as our customers are much happier at how they can reach us.”
In working with Viacomms Telecom, Chocolateness has executed a new contact center system, based on Avaya Contact Center Select, that improves the customer experience. The new system offers a single platform for customers to use and then they’re directed to the most qualified agent based on their choice. With the new communications system, supervisors have complete transparency from the agent’s interaction to customer feedback. In addition, live chat is available to customers and frequently offers a faster response time. SMS is another simple way agents can connect with customers. Incoming and outbound SMS messages are offered and can be used to confirm a consumer’s order.
“The midsize business segment is widely recognized as a key contributor to economic growth and development in the region and Avaya offers solutions designed to cater to their specific business needs,” Viacomms Telecom Director of Business Development and Marketing Rochelle Bolst said.
“The contact center provides for powerful, blended multichannel capabilities, with the simplicity and value a midsize business needs," Bolst said. "The way businesses communicate with customers and vice versa has improved remarkably in less than a decade, thus creating new trends in the market place where everybody prefers to interact as well as be reached without a hitch. Viacomms in collaboration with Avaya aims at providing flawless customer experience across diverse methods of communication as a result making it simpler for business to serve their customers better.”