Featuring, E‑Commerce Director
AI resolves every second ticket end‑to‑end. Thanks to the AI agent, 50% of inquiries are resolved without operator involvement
Without increasing headcount or budget
Stable growth, faster response, better customer experience. Even with a twofold increase in traffic, response speed and quality remain at the highest level
All channels and workflows in one place. Operators now have a centralized platform for handling Telegram, Viber, email, and web chat interactions
E-Commerce Director VARUS
Until autumn 2024, e‑commerce support was handled by an outsourced contact centre using its own tools. Customer requests were logged in the helpdesk, but the only real touchpoint was a toll‑free hotline
E‑Commerce Director VARUS
As order volumes grew, so did customer enquiries. The outsourced contact centre was losing cost‑efficiency and lacked the agility the business needed. The ROI for an in‑house contact centre proved stronger than further scaling the outsource, so the company made a strategic decision to launch its own e‑commerce support team.
After setting up its in‑house contact centre, VARUS recognised that delivering high‑quality service wasn’t feasible without a modern AI platform. Agents were switching between siloed interfaces — separate tools for calls, email, web and chat — complicating operations and training and slowing response times.
E-Commerce Director VARUS
1
Agents work from a single workspace across all channels; customers can contact the brand in whatever way suits them.
2
Deployed in one month, taking over standard, repetitive enquiries.
3
The VARUS team configures and adapts service flows on its own.
Integrate telephony into the platform so agents handle every interaction from a single screen.
Instrument core processes with triggers that detect events and launch the right actions automatically, without manual intervention.
Continuously measure performance and expand use cases to grow the share of automated resolutions.
Minimise the need to contact support through intuitive self‑service and proactive automation.
E-Commerce Director VARUS
“My recommendation to other businesses: solve real use cases, not just chase ‘trendy’ products. Choose technology that adapts to your business, not the other way round. ConnectiveOne’s flexibility was evident from the first weeks — starting with the AI Agent.”
E-Commerce Director VARUS
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