Challenge As Europe’s leading online fashion platform, Zalando has a growing client base across Europe, which resulted in the need to better manage market-specific knowledge bases with customized content to serve each market. The online fashion retailer was offering online FAQs to customers but managing and updating them was a headache. They couldn’t quickly update information or change the layout of the front end, and they were not gaining any analytics. Because they believed that 40% of phone and email inquiries could be addressed with an answer already in their FAQs, they decided to modernize their self-help system to be one that could serve customers effectively, increase customer satisfaction, and reduce contact center costs. Solution Zalando chose Bold360 ai to deliver mo

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