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Kogan is one of Australasia’s leading online retailers, offering a wide range of products from electronics and appliances to insurance and travel. Known for competitive pricing and a focus on value, Kogan has built a loyal customer base of over 4 million people.

As the business grew, so did the need for a more connected and efficient customer experience. We partnered with Kogan to help bring their vision to life through a redesigned Salesforce platform, supporting smarter sales, streamlined service and more personalised interactions at every stage of the journey.

Services:

Electronics, Consumer Goods

Location:

South Melbourne, VIC

Founded:

2006

Customer's Success

Marketplace Cases Management Platform Across Various Channels:

  • Migrated from Zendesk to Salesforce Service Cloud
  • Improved Agent Experience (AX) & User Experience (UX)
  • Full case history, order history, customer scoring, and prioritisation capabilities for Kogan first members
  • Now better positioned to handle customer support with optimised routing and SLA compliance
  • Centralised customer service platform across different channels (email, social, live chat, voice, etc.)
  • Improved individual, team, and process performance with dashboards and analytics
  • Solid foundation with AI-powered innovation
  • Lowered total cost of ownership

Ongoing Support Post- Implementation:

  • Improved access controls and workflows ensured sensitive data was protected and processes were more efficient.
  • Updates enabled the chatbot to deliver relevant, answers from their knowledgebase, empowering customers with self-service options and reducing wait times.
  • Replacing manual tasks with automated processes saved the team time and reduced errors in case escalations.
  • Solutions ensured that customer communications automatically matched the appropriate brand (e.g., Kogan or Dick Smith), maintaining professionalism and efficiency.

Testimonials:

We are honoured to be recognised as a finalist for the CRN Impact Awards 2024 in the Customer Experience category for our work with Kogan.