How Emplifi empowered Coppel to excel during an influx of 10,000 customer inquiries

When an unexpected operational challenge arose, Coppel turned to Emplifi’s Community Management to streamline customer communication, prioritize inquiries, and maintain exceptional service standards.

Coppel, one of Mexico’s largest retailers, is known for its wide array of products and services, ranging from fashion and electronics to financial solutions. In early 2024, Coppel faced a sudden influx of customer inquiries, resulting in a dramatic surge that required immediate attention and efficient response.

This unexpected spike in communication required Coppel to quickly adapt and ensure that every customer received timely and accurate responses. Emplifi’s Community Management solution became the backbone of their strategy, enabling the entire team to collaborate effectively, regain control, and maintain high levels of customer satisfaction.

Managing customer communication during a period of high demand

During a critical time of heightened activity, Coppel experienced a dramatic surge in customer inquiries. This unexpected influx required immediate responses from thousands of customers, putting the existing team of community managers under intense pressure.

With their usual systems under pressure, Coppel’s challenge was to prioritize and handle these customer interactions effectively. The situation required a comprehensive and efficient solution that could support rapid decision-making and provide real-time insights into customer concerns.

Handling a surge in customer engagement with precision

Emplifi’s platform allowed Coppel to quickly onboard 40 additional team members from different departments to handle the influx.

“We managed to integrate additional team members within days,” explained Marín. “Emplifi allowed us to train them quickly, ensuring everyone was aligned and ready to support our customers.”

The platform’s features, such as real-time dashboards and advanced tagging, enabled Coppel to dissect the enormous volume of customer messages, identify high-priority issues, and categorize concerns accurately. In one case, the platform revealed that 200 complaints originated from a single customer, allowing Coppel to allocate resources more effectively and focus on the most critical cases.

Emplifi joins forces with Coppel to tackle challenges head-on

With Emplifi at the core of their strategy, Coppel swiftly regained control and upheld service quality amid an influx of over 10,000 customer inquiries.

By leveraging Emplifi’s intuitive community management tool, Coppel swiftly onboarded 40 team members from various departments, ensuring they quickly adapted to the platform and met key performance indicators with ease. The seamless onboarding process not only facilitated rapid adoption but also empowered the team to collaborate more effectively across departments, leading to greater internal alignment on customer care strategies.

As a result, Coppel was able to address customer inquiries and issues with increased speed and accuracy, significantly reducing response times. The unified platform enabled real-time data sharing, which gave Coppel’s teams immediate insights into customer sentiment, helping them anticipate and address customers' needs This streamlined approach allowed Coppel to remain agile and responsive, transforming what could have been a complex, overwhelming situation into a powerful opportunity to strengthen customer trust and loyalty.