A Personalised Approach at Scale - A Case Study on Multicentre

Whether they’re looking for a new bedroom set, a living room entertainment center, or the latest kitchen appliances, customers across Bolivia turn to leading retailer Multicenter.

During the height of pandemic-related lockdowns, Multicenter experienced a surge in demand among shoppers wanting to update their homes. Many customers used to the consultative approach of inperson shopping drove increasingly high call volumes to the company’s customer care center. The company found that customers preferred having an agent answer questions and share product details – with customers sometimes dropping off when encouraged to shop directly on the website. To reach as many customers as possible, agents even started sharing their personal numbers.

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