European office supplies retailer drives customer conversions

Customer engagement requires visibility into a shopper’s preferences and path-to-purchase behavior.



By using a cloud-based platform to merge experiences across a customer’s shopping journey, Office Depot Europe will better understand and meet the needs of each individual customer, regardless of where, when, and how they interact with the brand.



Through its advanced listening and learning capabilities, the One Engagement Hub from Thunderhead, is able to connect shoppers’ online activity and campaign participation to Office Depot Europe’s call center agents, equipping them with real-time insights to help them better serve their customers.



The chain can optimize marketing and customer retention strategies, and drive conversation-led engagement, practices that build stronger and more valuable relationships with their customers.



During the first stage of deployment for example, the hub helped Office Depot Europe recognize a large number of customers that previously would have been anonymous. The chain was then able to analyze key problem areas, such as customer drop-off points, and gain better insight into customer intent. Based on the results, Office Depot Europe will put strategies in place to re-engage with customers, promote online self-service, and reduce customer service calls.



“The hub enabled us to make a quantum leap in our understanding of how customers interact with our business across every touchpoint,” said Jonathan Newman, the chain’s VP e-commerce and marketing operations and CIO. “We believe that by connecting our customer conversations, and having a true journey perspective, we will see a rapid ROI, improve our understanding of our customers’ needs and the pain points on their journeys, and provide better insights into how we can serve them better.”