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Wednesday 16 October 2019

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Payments Awards 2019

Halfords partners 8x8 for customer service tech

Written by Peter Walker
03/09/19

Halfords has partnered with 8x8 to upgrade its customer service technology.

Until now, Halfords had multiple legacy communications and customer support systems in place across its customer support operations. These will now be replaced with a single unified communications and contact centre solution across all of the group’s customer service teams, including Boardman Bikes, Cycle Republic and Halfords Autocentres.

The new system will automatically route inbound calls to the relevant customer contact centre, allowing retail team members to spend more time engaging with customers in-person.

Halfords will use 8x8’s reporting and interaction analytics features to help improve call experiences, with the X Series solution also giving employees the tools they need to dial in from any location with the same call quality.

Later this year, Halfords will deploy 8x8 Contact Centre’s chat capabilities to better support customers in their channel of choice.

Gareth Brophy, head of Halfords customer support, said: “The systems we had in the past simply didn’t support us in the way that we needed them to – our customer service was disjointed with the various teams using different platforms to handle calls and keep track of queries.

“Having all of our customer support technology in one place, with advanced reporting and analytics capabilities, will be pivotal for us, especially during peak retail moments such as Black Friday, Easter and MOT season,” he added.


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