Glasses Direct
Online Retailer Improves Customer Service Response Time by 600%
Summary
As the world's largest suppliers of spectacles, Glasses Direct
has a thriving online business and has shipped more than 250,000
pair of glasses to UK customers. While the website is effective at
managing orders, the email system supporting customer services was
strained and lacked the ability to direct and prioritise requests
to appropriate contact centre agents and the specialist qualified
optical team.
Glasses Direct turned to Datasquirt for its CONTACT Email
solution which offered a sophisticated way to manage email queries.
The solution proved immediately effective at channeling and
prioritising requests, offering tools to view histories and easily
respond with answer templates and view status of the system via
real-time reporting. The result? Glasses Direct reduced email
response times from one week to 8 hours - moving customers more
quickly to completing sales; provided managers with enhanced
oversight of the email queue and tools to direct issues to
appropriate agents; and provided the specialized optical team with
more time to focus on customers.
Situation
Glasses Direct faced several business challenges:
- Ineffective email management system. Glasses Direct relied upon
a standard email
- program to manage an increasingly complex customer service
channel. The system
- was ill-equipped to sort emails by priority and type of
request.
- Legacy systems. Glasses Direct required a solution which
seamlessly integrated with
- existing technologies and processes.
Datasquirt Solution
Glasses Direct implemented the Datasquirt CONTACT Email solution
for:
- Customer service email management
The solution effectively channeled emails by type and priority
and offered a complete view of the message history to avoid
multiple responses to one repeated request. Datasquirt also
created a wide variety of template messages to speed up response
time; and real-time reporting to enable managers to easily
monitor enquiry status.
Benefits
The CONTACT solution offered immediate results for Glasses
Direct:
- Dramatically improved customer service. The CONTACT solution
decreased email response time from a week to eight hours. More
immediate responses quickly cleared questions and moved customers
to purchases.
- Streamlined operations. CONTACT's robust email solution
prioritises and directs emails to relevant agents; and offers views
of message histories and templates for quick and appropriate
responses.
View the
demo or contact us to find out more.
