See how Leroy Merlin handles 100% of inbound customer contacts through social networks

Leroy Merlin is a leader in the home improvement and lifestyle market. This company, which won the “Grand Prix Social Media Award” in 2012, has made going digital and customer relations its two highest priorities.

Given the significant volume of customer communications it receives through social networks, Leroy Merlin wanted an effective tool and the support of experts in digital customer relations, which is why the company chose Engage Social.

Dimelo experts provided support to Leroy Merlin in the form of training of customer service representatives, assistance in mastering the multichannel interface, and more. Since the transition, Leroy Merlin has continued to work closely with RingCentral Engage in order to optimize its ability to process customer requests.

Today, more than a dozen Leroy Merlin agents use Engage Social every day to reduce response time, improve the quality of responses, and increase customer satisfaction.

“We optimized the feedback response process with an easy, convenient solution that provides invaluable customer insight and enables us to provide a memorable customer experience.”
Maria Flament, Customer Feedback Manager, Leroy Merlin


Read the Leroy Merlin Success Story

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About the author

Grégoire Blouet

Social Media & Content Manager