06/12/11
By Karen Moss
This Christmas Dixons Retail will enhance its services-led business with Eptica software across its website and contact centre channels. This means the 300,000 monthly visitors to Dixons' www.knowhow.com service website can now benefit from fast access to the information and answers they need to get the most out of their electrical and computing products.
This is providing increased user satisfaction for millions of UK customers.
The KNOWHOW online customer service knowledgebase, powered by Eptica, is also centralised and shared with KNOWHOW’s 1,300 contact centre agents; enabling them to provide comprehensive, consistent front line service through the telephone and email channels across all Dixons Retail’s UK brands (Currys, PC World and Dixons.co.uk). It will play a key role is supporting customers over the Christmas period when Dixons Retail expects to receive over 3 million calls, including nearly 1,000 technical support calls on Christmas Day alone.
Since the KNOWHOW website launched, unique visitors have grown by 17 per cent with average time spent on the site increasing by some 350 per cent, demonstrating that customers are spending more time accessing and reading knowledgebase articles.
Overall, the launch of KNOWHOW has led to increased First Call Resolution for inbound queries, more efficient operations and greater customer satisfaction with metrics such as advocacy (likelihood to recommend) rising steadily by 28 percentage points over the last 12 months to 71 per cent.
“As electrical products become more complex and technologies converge, our customers told us they wanted joined-up services delivered in a non-technical way,” says Keith Andrews, programme manager home services, KNOWHOW. “Knowledge needs to be at the heart of KNOWHOW and Eptica’s technology provides the infrastructure to collect, share and update the vital information our customers want across all of our channels. KNOWHOW and Eptica are fundamental parts of our service-led strategy for this Christmas and beyond.”
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