of agents report that the introduction of a digital agent has impacted positively on their day-to-day work.
inquiry resolution – an increase of over 13%.
reduction in the total cost of customer care through the web channel.

Zenni® revolutionized the eyewear industry with a mission to make prescription eyewear affordable and accessible to everyone. Zenni offers men, women and children the freedom to express their personal style and individuality through high-quality prescription and protective eyewear.

Based in California, online-only retailer Zenni has sold over 33 million frames worldwide. Zenni is dedicated to providing easy access to the most affordable eyeglasses to people all over the world and committed to delivering exceptional customer service.

Sitel Group® has provided Zenni with business process outsourcing (BPO) support and been their strategic partner for digital self-service since 2020.

The Challenge

Since entering the eyewear market in 2003, Zenni has grown rapidly. Ensuring best-in-class customer support remains a priority as the business scales. With 65% of U.S. consumers preferring to connect with brands via digital channels, citing speed, convenience and round the-clock availability as the primary reasons for preferring self-service, Zenni wanted to enhance the pre-purchase, purchase and post-purchase customer experience (CX) by providing more self-service support.

The Sitel Group® Solution

Sitel Group began with a discovery phase designed to develop a deep understanding of Zenni’s organization, business goals and existing customer care processes. A roadmap was created that outlined where the organization’s digital experience was today and where they aimed to be over time.

Sitel Group recommended implementing both Sitel® Customer Experience Analytics, to understand the customer journey and identify where effort could be reduced, and Sitel® Digital Agent, to give customers access to 24/7 support and rolling out a dual country off-shore contact center solution to handle customer support across voice, chat and email channels.

Download the case study to find out more about how Sitel Group supports Zenni to deliver best-in-class self-service care.

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