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FPT Shop - Managing Multi-Channel Conversations with Pancake
FPT Shop is one of the leading tech retailers in Vietnam, with over 635 stores nationwide. They are known for offering genuine products and excellent customer service. With thousands of daily interactions, FPT Shop chose Pancake to manage these conversations across all platforms more efficiently. This has improved the customer experience and helped strengthen its reputation with tech consumers nationwide.
FPT Shop - Managing Multi-Channel Conversations with Pancake
FPT Shop is one of the leading tech retailers in Vietnam, with over 635 stores nationwide. They are known for offering genuine products and excellent customer service. With thousands of daily interactions, FPT Shop chose Pancake to manage these conversations across all platforms more efficiently. This has improved the customer experience and helped strengthen its reputation with tech consumers nationwide.
Challenge: What challenges is FPT Shop facing?
With over 635 stores and thousands of interactions every day, FPT Shop faces a big challenge in managing messages, comments, and organizing conversations across multiple platforms. The high volume of interactions requires a fast, efficient system that can handle the load and ensure timely support for every customer. Solving this is key for FPT Shop to maintain its leadership in the market.
Solutions
Advanced Multi-Channel Chat System for Customer Support
A solution that helps businesses manage all interactions from Facebook, Zalo, Instagram, and websites in a single interface. With quick message handling, 24/7 support, and smart conversation sorting, the system not only optimizes the customer support team’s efficiency but also provides a seamless experience, boosting customer satisfaction.
Solutions
Easily Manage Employee KPIs with CRM Solution
The CRM solution helps you manage employee KPIs simply and effectively. Track performance, set goals, and analyze results—all in one platform. Improve team performance, streamline processes, and drive business growth with the smart CRM solution.
How has FPT achieved success?
With Pancake's solutions, FPT Shop has streamlined multi-channel customer interactions, efficiently handling thousands of messages each day. KPI tracking is now simpler, resulting in faster response times and a more professional shopping experience. This has boosted customer satisfaction and reinforced FPT Shop’s leadership in the market.
x3
Customer Response Time
+90%
Customer Satisfaction
+50%
Employee Performance
“Pancake's solutions have truly transformed the way FPT Shop operates. With the multi-channel chat system, we handle thousands of messages every day quickly and efficiently. At the same time, managing employee KPIs has become simpler and clearer, helping our team work more effectively than ever. Pancake is not just a support tool; it's a strategic solution that has elevated our service quality and helped us maintain our market leadership.”
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Book a demo with Pancake experts to discover the best solutions for your business
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