Since implementing the system, which replaced Microsoft Outlook, the retailer has seen a notable difference in its customer service levels as Matt Hiscock, head of operations, comments: “eGain Mail has made our whole customer communications process faster and a lot more efficient. In the eight weeks since adopting it, our email response times have gone from 20 per cent of emails correctly answered within one day to 95 per cent correctly answered within one hour – a dramatic difference!”
“Operating solely online, it is key that we deliver superior customer service through online channels such as email in order to maintain our leadership in a competitive market. It is crucial that we equip our agents with accurate and timely information to enable them to meet these service levels and it was clear from the outset that only eGain’s solution could provide us with the tools to achieve this,” he adds.
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