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.”

Home     More News


Other stories you may find of interest:

Phones4u turn to Fujitsu/Tata Consultancy Services
Fujitsu Technology Solutions has partnered with Tata Consultancy Services to deliver a PRIMERGY BladeFrame-based dynamic infrastructure to Phones4U, alongside NetApp V-Series storage

William Hill links up with paysafecard
William Hill customers can now use online cash solution, paysafecard, when spending money

Some cheer amongst the gloom
Retailers' IT budgets have been slashed by about 20 per cent over the past year, down from 1.3 per cent to 1.1 per cent as a percentage of sales, according to the latest Martec International IT in Retail report



Content on this page requires a newer version of Adobe Flash Player.

Get Adobe Flash player

mpu_awards



Whitepapers
Maven and SAP Business Objects yield fruitful business insight for Berry Gardens: Business Intelligence case study.
Synopsis: Discover how Berry Gardens uses SAP Business Objects delivered by Maven to solve a daily complex logistical puzzle - how to get berries from field to shelf within a matter of hours. With a morning’s turnover typically worth between £7m and £10m, access to up-to-the-minute information is vital to Berry Gardens’ success.
Augmenting 3-D Secure with Comprehensive Controls for Fraud Prevention
An advisory guide by Accertify for enterprise merchant fraud teams and chargeback managers, risk analysts, Compliance officers and financial system managers who are looking for effective ways to reduce payment card fraud.
Low-cost ECO POS now a reality
Eco-Friendly POS:
It’s Not Easy Being Green …Or Is It?

Retailers no longer need to experience the pains of high monetary investment or an uncomfortable shift in normal operations to reduce costs and unnecessary resources.
Retail 2D: The connected Shopper
Today, retailers face a new connected customer that expects a seamless and customized shopping experience across different channels, from websites to mobile applications to in-store. This new technology-empowered shopper uses the Internet and a smartphone to search, compare, evaluate, and buy products and services, and most importantly, to engage and interact with retailers in order to get tailored offers.

Content on this page requires a newer version of Adobe Flash Player.

Get Adobe Flash player

This website is a part of Perspective Publishing Limited, registered in England No 2876166.