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Mercato provides an e-commerce platform to connect millions of customers with the grocers they love. In a double-sided marketplace, Mercato must serve both its end customers, the users purchasing groceries, and their grocers — the users supplying the groceries — at a level of excellence.

But scaling contact center operations to meet high call volume without adding more headcount proved challenging, and technical resource constraints limited Mercato's ability to quickly develop new digital self-service CX.

Check out this case study to learn how Airkit helped Mercato launch a new digital self-service experience that scaled with customer service operations efficiently.

Vendor:

Airkit

Posted:

Aug 25, 2022

Published:

Aug 25, 2022

Format:

HTML

Type:

Case Study