A lot of well-known companies use Livecom’s software in order to deliver a better, faster customer service via live chat, e-mail or self service. Douwe Egberts uses Livecom for all its channels.
Douwe Egberts Nederland is part of D.E Master Blenders 1753, an international coffee and tea company carrying a number of premium brands sold in over 45 countries. The business has approximately 7,500 employees worldwide.
The customer service team was looking for service-optimisation towards consumers. Next to a better system for e-mail handling, they also looked for a smarter way to present and process frequently asked questions. And thirdly, the desire to offer live chat to consumers to enable an easy and fast way to ask their question.