BrandAlley increases its customer service department’s performance with Akio Mail Center
“Akio Mail Center halved the number of contacts per order. Despite a sharp increase in the number of customers and sales, call volume has remained steady because customer emails are answered quickly. The customer service team also doubled its email processing capacity without hiring any new employees.” Marie-Claude Valade, Customer Service Manager.
BrandAlley has a team of 12 full-time agents to support site visitors. Before Akio Mail Center was deployed, they used Outlook to manage their emails. A contact form was available on the various websites and generated 3,500 emails/week and 600 calls/week.
There was no way to monitor these flows and many emails were lost in transit and were never answered. The customer service department wanted to improve its quality of service by forging a more personal relationship with customers: endto-end processing of an order by a dedicated agent with personal communication.
To earn new customers’ loyalty and gain its customers’ trust, contacts needed to be processed faster, with an instant answer via phone and within 24 hours for 95% of emails.
« [ Back ]
