Noel Leeming upscaled their customer service
and saw 2.2x more upsells with Ambit.
eCommerce became the only way to shop at Noel Leeming when the 2020 pandemic caused the economy to lock down.
Customer service teams were inundated with high volumes of enquiries and support requests.
Noel Leeming launched Nola, a Digital Employee chatbot, to assist their team by automating customer care and enabling online retail through the service channel.
Partnering with Ambit, they implemented their automated conversational strategy to accommodate their customers and control service costs. What they didn’t expect was just how much revenue Nola would bring in upsells, unlocking even more opportunity.