GLASSES DIRECT IMPROVES CUSTOMER SERVICE RESPONSE ...
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With LiveOps Chat & Email, we have a sophisticated system that prioritizes and directs incoming emails to the right agent, shows histories, provides template responses and real-time reporting. It is easy-to-use, has dramatically improved response times and streamlined the sales cycle...” — Alan Moscrop Customer Service Manager, Glasses Direct GLASSES DIRECT IMPROVES CUSTOMER SERVICE RESPONSE TIME BY 600% USING SERENOVA™ PLATFORMS 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 prioritize requests to appropriate contact center agents and the specialist qualified optical team. Glasses Direct turned to the LiveOps Chat & Email as a solution which offered a sophisticated way to manage email queries. The solution proved immediately effective at routing and prioritizing 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. CHALLENGES 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. SERENOVA SOLUTION Glasses Direct implemented LiveOps Chat & Email for customer service email management. The solution effectively routed emails by type and priority and offered a complete view of the message history to avoid multiple responses to one repeated request. LiveOps Chat & Email also created a wide variety of template messages to speed up response time; and real-time reporting to enable managers to easily monitor issue status. Case Study
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Transcript of GLASSES DIRECT IMPROVES CUSTOMER SERVICE RESPONSE ...
With LiveOps Chat & Email, we have a sophisticated system that prioritizes and directs incoming emails to the right agent, shows histories, provides template responses and real-time reporting. It is easy-to-use, has dramatically improved response times and streamlined the sales cycle...”
— Alan MoscropCustomer Service Manager, Glasses Direct
GLASSES DIRECT IMPROVES CUSTOMER SERVICE RESPONSE TIME B Y 600% USING SERENOVA™ PLATFORMSAs 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 prioritize requests to appropriate contact center agents and the specialist qualified optical team.
Glasses Direct turned to the LiveOpsChat & Email as a solution which o�ered a sophisticated way to manageemail queries. The solution provedimmediately e�ective at routing andprioritizing requests, o�ering tools toview histories and easily respond withanswer templates and view status ofthe 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 oversightof the email queue and tools to direct issues to appropriate agents; and provided the specialized optical team with more time to focus on customers.
CHALLENGES
Glasses Direct faced several
business challenges:
» Ine�ective email managementsystem. Glasses Direct reliedupon a standard email programto manage an increasinglycomplex customer servicechannel. The system wasill-equipped to sort emails bypriority and type of request.
» Legacy systems. GlassesDirect required a solutionwhich seamlessly integratedwith existing technologiesand processes.
SERENOVA SOLUTION
Glasses Direct implemented LiveOps Chat & Email for customer service email management. The solution e�ectively routed emails by type and priority and o�ered a complete view of the message history to avoid multiple responses to one repeated request. LiveOps Chat & Email also created a wide variety of template messages to speed up response time; and real-time reporting to enable managers to easily monitor issue status.
Ca
se S
tud
y
BUSINESS BENEFITS
LiveOps Chat & Email o�eredimmediate results for GlassesDirect:
» Dramatically improved customer service. LiveOps Chat & Email decreased email response time from a week to eight hours. More immediate responses quickly cleared questions and moved customers to purchases.
» Streamlined operations. LiveOps Chat & Email prioritizes and directs emails to relevant agents; and offers views of message histories and templates for quick and appropriate responses.
ROI
» Reduced email response
times from one week to
eight hours
» Streamlined the sales cycle
to convert browsers into
buyers
» Maximized time of customer
service agents and the
specialist optical team
CUSTOMER: Glasses Direct
INDUSTRY: Online Retailer, Consumer Goods
SERENOVA SOLUTION:LiveOps Chat & Email
Serenova, LLC., 7300 Ranch Road 2222 Building III, Suite 200, Austin, TX 78730
USA Tel: +1.800.411.4700 | www.serenova.comCopyright © 2016 Serenova, LLC. All rights reserved.
