Faster lead response time achieved thanks to the callback service

Lavazza Professional Germany

Professional services

2019

Sales

Problem

Company struggled with providing outstanding customer service. It receives thousands of calls and contact inquiries every day, but lacked a system that would enable quick reaction time, satisfying both the users and management. Because of long waiting times, many potential clients were abandoning Lavazza infoline and were turning to their competitors.

Solution

Since CallPage was introduced on the website, Lavazza notes way more interactions with customers and highly improved reaction time. A callback offer makes it seem that the company is instantly and constantly available to their potential customers. This builds trust and increases the number of sales calls from highly motivated users who are at the end of their buyer journey.

Key takeaways

Improved reaction time. Increase of inbound calls. Higher customer satisfaction level.

The first month with CallPage already proved that this tool can significantly improve our reaction times, which is our main KPI for both sales and customer service teams. As a result our customers and potential clients are super satisfied with our service. What’s more, Lavazza employees admit that now it’s easier for them to do their job properly.

Kevin G. M. Baltruweit, Demand Generation Manager

About Lavazza Professional Germany

Lavazza is an international producer of espresso coffee. It was founded as a coffee store in San Tommaso, Turin in 1895. The company also provides coffee machines and other equipment necessary to serve extraordinary coffee.

Why did Lavazza Professional Germany decide to implement CallPage:

Results:

Key takeaways:

Improved reaction time.
Increase of inbound calls.
Higher customer satisfaction level