CASE STUDY > The case study of Maxi Sport

Maxi Sport case study: excellence in customer care

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CLIENT

Maxi Sports

MARKET

E-Commerce

SERVICES

Chatbots and Voicebots

How a historic INGO service has contributed to Maxi Sport's success in customer care

Maxi Sport needed a 7-day-a-week telephone service to offer quick and timely responses to customers. Although it already had an internal voice channel, it chose to strengthen it by expanding the hours and number of operators.

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In 2012, INGO activated a 7-day-a-week voice service to handle customer inquiries. In2015, an IVR was introduced to provide basic information, which is especially useful during peak telephone traffic during sales.
Thanks to the excellence of its customer service, Maxi Sport has also been awarded “Italy’s Best Customer Service 2025/2026” in the multi-brand footwear category for the 3rd consecutive year.

Maxi Sport is the destination for those looking for stylish and sophisticated products. Our goal is to satisfy the customers who choose us by offering a personalized shopping experience. From the first touch point by phone or digital to the direct in-store interaction with our staff, at the center is customer satisfaction at every stage of their customer journey. A 360-degree high-level service that starts from the product research and selection phase, continues with the shopping experience, and continues with post-purchase support.

ESTER SALA - BRAND MANAGER OF MAXI SPORT SPA

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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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