AW LAB case study: how customer service management has improved

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The Customer Care that every customer would want

AW LAB needed to create a Customer Care department to offer a complete service to its customers. The goal was to ensure a personalised and high quality service across different channels. INGO therefore chose resources with e-commerce experience and language skills to manage AW LAB’s European markets.

The project led to the implementation of a customer database and a trouble ticketing platform to monitor performance in real time.


To date, more than 80 per cent of customer enquiries are resolved within one working day, with a target of achieving resolution within 24 hours by the end of 2024.

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"We are honoured to have been rewarded for this achievement and, in a short time, to be ranked second best Customer Service in Italy. The results we have achieved and the commitment we put into dealing with our customers every day, through our Customer Care department, are further confirmation of the priority focus we give to the consumer: customer care already starts inside our stores thanks to our staff and differentiates us from our competitors."


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INGO, thanks to multichannel and technological innovations, is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For over 20 years, Made in Italy at the service of the customer experience.

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