Kitchenware firm Lakeland has reduced the time it takes
to deal with customer e-mails by 88% using numero's
SmartAgentcustomer interaction management
software.
"Our average response time to customer e-mails has reduced from
18 hours prior to implementing SmartAgent to 3.9 hours currently,
although many of our e-mails are handled in 2.2 hours," said Gary
Marshall, director of operations at Lakeland.
He said, "We receive in the order of 4,000 e-mails per week
which are handled by about eight to 10 of our 150 contact centre
agents, and we have seen the number of inbound customer e-mails
double in three years."
SmartAgent manages all inbound e-mail contact from consumers to
Lakeland's customer services centre in the UK, providing
personalised responses to customer's e-mail queries.
