The world largest consumer goods conglomerate relies on crowdsourcing to provide world-class customer support 

Unilever

Unilever consumers love earning money on their own terms, while helping others

 

Challenge

Unilever is the world’s largest consumer goods company. It owns over 400 brands, sold in 190 countries. Unilever’s Consumer Engagement Centres manage multi-channel customer contacts across 8 global market clusters. The consumers in these markets speak different languages, use different Unilever brands and have widely varied cultural tendencies.

Unilever wants to access to new and diverse talent from across the world to address volatility in digital demand. It also seeks to shift to an always-on 24/7 service model. It wants to do this while addressing high agent churn and lowering the cost of training. As one of the largest consumer goods company, it is also passionate about engaging with loyal customers and leveraging them to drive brand advocacy. 

Solution

Limitless helps Unilever attract brand loyal Ambassadors through engaging marketing campaigns. Through crowdsourcing Unilever is now successfully maintaining a fluid, flexible customer service workforce in some of it’s biggest markets – UK, USA, Canada, Netherlands and Brazil. Plans are underway to roll out CrowdServiceTM for Unilever consumers in 16 others markets across the globe. With CrowdServiceTM Unilever is seeing unparallel levels of engagement as its Ambassadors use their native brand knowledge and personal experiences to provide personalised responses to consumer enquiries.

Impact

Shift from 8 office hours to 24/7 ‘always on’ support: Productivity levels improved having a 24/7 on-demand flexible workforce.

Shift to a 40% cheaper pay-as-you-go service model: With crowdsourcing, Unilever has achieved a 40% reduction cost-per-case, thanks to a flexible pay-as-you-go per case pricing model. The advantage of such a variable pricing model is that you pay only for resolved cases, not per active head count  – helping reduce wastage and ensuring maximum return for your budget.

Zero training costs: Ambassadors join by invitation-only and they’re qualified via a robust onboarding programme designed to test their knowledge and skills.

10% rise in CSAT:  Since the programme launched, Customer Satisfaction Scores has improved 10% and is now at 86%! 

48x faster response time: Limitless was able to reduce the average response time of 48 hours to 1 hour in a matter of a few months.


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