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Call requests
The challenge: migrating customer service during peak message volume
ALLOS needed to handle thousands of daily interactions while keeping operational efficiency and agility in promotional campaigns:
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Switching systems
was a concern during high-demand retail dates, with the risk of losing history or disrupting contacts.
No opportunity
to work with remarketing data because there was no visibility.
Hard to segment
contact bases quickly for targeted broadcasts and high-impact marketing campaigns.
The solution: fast migration, omnichannel management and automation with Huggy
To sustain growth and optimize communication with customers, ALLOS adopted Huggy and structured its operation around the 3 Layers of Customer Service:
Automatic Layer (triage and frequent answers)
Chatbots and automated flows that answer questions about opening hours, stores, events and mall services with no waiting lines.
Smart Layer (segmentation and integration)
Automatic routing of conversations to the right teams and contact segmentation for strategic marketing broadcasts.
Human Layer (specialized service)
A unified team working on an intuitive platform, allowing fast onboarding and agile support for more complex requests.
The impact: record implementation, sales efficiency and sharper campaigns
With Huggy's infrastructure integrated into the malls' routine, ALLOS saw immediate gains in digital relationship management:
🚀 Frictionless migration
full transition in 4 weeks and fast team ramp-up, even between Easter and Mother's Day.
📈 Boost in sales and campaigns
segmented broadcasts and interactions that drive higher engagement in promotional actions.
🌐 Multichannel centralization
integrated service ensuring a consistent communication standard across digital channels.
📊 Data visibility
unified monitoring and metrics for fast decisions in marketing and service management.
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