Imetec
Customer Service
Rethinking customer service for an omnichannel model
Imetec is a leading brand in consumer electronics for personal care and home use, operating across multiple countries with a multilingual eCommerce. Its offering is built on simple, effective solutions designed to improve everyday life through innovation, reliability, and accessibility.
As online volumes grew and customer touchpoints multiplied, Imetec chose to evolve its customer service approach, moving toward a more integrated, efficient model built around real customer needs.
Aligning channels, data, and operations
To support growth and manage customer interactions more effectively, Imetec defined a set of clear objectives focused on operational efficiency and service quality.
A structured approach built around channel integration, real-time data access, and stronger performance visibility, with the goal to:
- Centralize request management across seven customer touchpoints
- Improve agent productivity and response quality
- Track user interactions and engagement
- Gain clear, measurable insights into service performance
- Integrate customer service with the Shopify-based eCommerce, giving agents full visibility on customer profiles and orders
- Provide effective self-service tools to reduce resolution times.
A connected system for customer service
SpotView supported Imetec in designing and configuring a solution built on the Zendesk Suite, structured across multiple components:
Zendesk Support
The core ticketing system, enabling centralized management of all customer requests within a single environment.
Zendesk Knowledge
A public knowledge base with articles and FAQs designed to provide customers with a fast and intuitive self-service experience.
Zendesk Copilot AI and Agent AI
Generative AI capabilities supporting agents in drafting responses and enabling automated conversations through chatbots.
Zendesk Analytics
Custom dashboards to monitor key service KPIs, including response times, CSAT, and channel volumes.
A smoother, more effective omnichannel experience
Thanks to an omnichannel approach, Imetec now manages all customer requests — across email, chat, social media and contact forms — directly within Zendesk, through centralized workflows and more streamlined conversation management. This has helped create a more consistent experience across touchpoints, improving service continuity and reducing operational fragmentation.
The native Shopify integration also allows agents to access real-time order information and customer details without leaving the support platform. A complete view that makes customer support faster, more contextual and more effective, contributing to both greater internal efficiency and higher customer satisfaction.
The result
The adoption of Zendesk enabled Imetec to structure its Customer Service operations in a more efficient and measurable way, generating tangible improvements for both internal workflows and the overall customer experience. The collaboration led to concrete results, including:
- Reduced request handling times and faster customer support
- A smoother and more satisfying experience for end users, reflected in a 90% Customer Satisfaction Score
- Improved collaboration across internal teams, thanks to centralized management of information and customer conversations
- Access to clear data and actionable insights on Customer Service performance, helping monitor activities, volumes and service quality
- More than 54,000 views on the Zendesk knowledge base, highlighting the effective use of self-service tools by customers
- An average ticket response time of approximately 2 hours
With Zendesk and SpotView, Imetec transformed customer service into an omnichannel, intelligent and future-oriented experience.
Projects
Explore the digital products and services we’ve designed.
