Domain name and website hosting company Easily.co.uk has cut support enquiries by 20% in six weeks after implemented new customer interaction management systems.
Easily rolled out an online self-service channel, along with email and chat support software from Talisma, in December, in a move aimed at improving support for its 170,000 customers and freeing staff time for proactive sales calls.
The domain provider saw a 20% drop in inbound support queries to its 20-person contact centre after installing the Talisma Knowledgebase online self service portal, which offers an intelligent search engine.
The package from Talisma, which includes its Email and Chat software, also gives customer support staff a unified view of each customer, with an audit trail of historical interactions.
Stuart Fuller, online business manager for Easily, said: “January was our best ever month for response times. Talisma’s customer interaction solutions have very quickly delivered huge benefits, allowing us to work smarter, improve productivity and allocate more time to our outbound sales campaigns.”
Easily is part of internet firm Group NBT, which is now planning to roll out the new customer systems across its other brands.