Mobiles.co.uk Reduce Customer Response Time by 15%
(PRWEB UK) 1 June 2012
Mobiles.co.uk (subsidiary of the Carphone Warehouse group) was the UK’s first retail mobile phone website and is now the largest web-only mobile phone store in the UK, processing thousands of orders every month.
Mobiles.co.uk faced the challenge of providing effective sales and technical support to customers who wanted to purchase or make enquiries via the Mobiles.co.uk website. They wanted to measure the performance of their agents and better understand the requirements of their customers based on the information in the emails.
Since implementing Logicalware’s customer service solution, Mobiles.co.uk improved the productivity and efficiency of their customer care team with the use of email response templates which are personalised to the customer’s enquiry. Agents can now address enquiries in a timely and detailed fashion reducing their email handling time. The volume of emails that agents deal with has decreased by over 15% and has enabled the customer care team to ensure that they are now free to respond to more complex queries.
Mobiles.co.uk relies on Logicalware to assist in supporting its goal to deliver the best mobile phone deals around and maintain the position of ‘Best Online Retailer in 2008’.