Lakeland slashes e-mail response times by 88%

Kitchenware firm Lakeland has reduced the time it takes to deal with customer e-mails by 88% using numero's SmartAgent customer interaction management software.

Kitchenware firm Lakeland has reduced the time it takes to deal with customer e-mails by 88% using numero's SmartAgent customer 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.




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