The client: DEAFI, a pioneer in the provision of customer service solutions adapted for the deaf and hard of hearing.
Requirement: Improve customer satisfaction by optimising request and communication management processes.
XPCloud solution: Integration of the Magicful solution
William Debureaux
The collaboration with XPCloud was remarkable, from establishing the specifications to implementation.
Analysis of customer needs
In July 2022, Laurent Mimault took over as Chairman of DEAFI, a customer relations centre dedicated to the deaf and hard-of-hearing.
This project, which has a strong social dimension, aims to reconcile the accessibility of customer services and the employability of deaf or hard-of-hearing people.
DEAFI trains deaf or hard-of-hearing ‘video customer advisers’ to respond directly to the customers of its partner companies.
Objectives
Improve customer satisfaction
Offer a fluid and consistent customer experience, whatever the communication channel used. By improving the quality of customer service, DEAFI seeks to build customer loyalty and strengthen its reputation in the market.
Making customer services accessible to the deaf and hard of hearing
To ensure that deaf or hard-of-hearing customers can contact their brands with ease via trained advisers and French sign language interpreters.
Reduce processing times
Optimise customer request management processes by centralising and automating the management of interactions across different communication channels.
Specific needs identified at DEAFI
The specific needs identified at DEAFI include :
Diversification of communication channels
The need for a customer service platform capable of effectively managing requests via different channels such as chat and, above all, video.
Information system integration
Quick and easy access to relevant customer data during interactions to guarantee high-quality service. This requires close integration with the company’s existing information system.
Multilingual, multi-channel solution
Support for the language specificities of target markets to meet the needs of an international and diverse customer base. The solution must effectively integrate video, which is essential for DEAFI.
We chose Magicful, integrated by XPCloud, for its ability to meet our specific needs, in particular the integration of the video channel. Thanks to XPCloud’s expertise, we were able to deploy this solution quickly and efficiently.
William Debureaux
XPCloud solutions: Magicful
XPCloud provides Magicful licences and implements the solution to meet DEAFI’s customer service needs.
Efficient request management
Magicful offers a complete range of request management tools, from intelligent ticket routing to real-time monitoring of customer service performance. Advanced features enable efficient distribution of requests to the appropriate agents, while providing complete visibility of the entire ticket management process.
Access to customer data
Thanks to customised integration, Magicful enables agents to access relevant customer information quickly and easily during interactions, guaranteeing a personalised and efficient customer experience.
Expand communication channels
Magicful offers an omnichannel approach, making it possible to integrate and manage multiple communication channels, including video, which is essential for DEAFI. This approach guarantees a seamless customer experience, whatever the communication channel used.
Customer testimonial
As an adapted company, DEAFI aims to make customer services accessible to deaf and hard-of-hearing people.
We chose Magicful, integrated by XPCloud, for its ability to meet our specific needs, in particular the integration of the video channel.
Thanks to XPCloud’s expertise, we were able to deploy this solution quickly and efficiently. The collaboration with XPCloud was remarkable, from drawing up the specifications through to implementation.
Today, we are seeing a significant improvement in customer satisfaction and in the productivity of our teams. We highly recommend XPCloud for their professionalism and ability to adapt to our needs.
DEAFI et XPCloud, une collaboration efficace
The collaboration between DEAFI and XPCloud has been a real success, marked by seamless integration and rapid adoption of the Magicful solution.
Thanks to this solution, DEAFI has been able to significantly improve customer satisfaction while optimising its internal processes. The synergy between the DEAFI and XPCloud teams has made it possible to meet the specific challenges of customer relations adapted to deaf and hard-of-hearing people.
We are honoured to continue this strategic partnership and to support DEAFI in its mission of accessibility and excellence in customer service.
Discover DEAFI’s video testimony
We are delighted to share an authentic and inspiring experience with you. Watch an exclusive video testimonial from William Debureaux, Managing Director of DEAFI, accompanied by Mathilde, a sign language interpreter.
In this video, William Debureaux describes how the integration of the Magicful solution by XPCloud has revolutionised their customer service, making interactions more accessible and effective for deaf and hard-of-hearing people. Mathilde, a sign language interpreter, highlights the crucial importance of accessibility in this project.