Housewares Business-to-business magazine for housewares retailers and their suppliers
New software installed by Lakeland has enabled the kitchenware retailer to cut the time it takes to deal with internet shopper emails by 88%.
The company now takes under four hours to handle queries that previously required 18 hours, and during a period in which the number of emails received has doubled. Lakeland now gets around 4,000 emails a week.
Director of operations Gary Marshall said: “Customer expectations have grown in terms of how fast the customer expects us to respond to them with a personalised and informed response, not just an ‘auto-reply’.”
The improvements are down to Numero’s SmartAgent customer interaction management software. It manages all inbound emails to Lakeland’s customer services centre in the UK, providing tailored responses to queries.
