As 48 per cent of consumers site call centres as their most frustrating customer service channel,
leading entertainment technology brand, Goodmans, has worked with
CartAssist to improve its level of support for online customers.
Delivering accurate answers to customers in real-time; CartAssist’s
intelligent digital self-service engine has helped Goodmans
achieve an 83 per cent success rate in resolving customer queries first
time round.
With
the majority of purchases made either in the evenings or during the
weekend, Goodmans required a system that offered support to its
customers around the clock
whilst also reducing the strain on its traditional contact centre
channels. Since deploying CartAssist, Goodmans has seen a 50 per cent
reduction in contact centre costs.
Goodmans
has rechannelled all customer contact, including both voice and email
to CartAssist; an online self-service engine which has an intelligent
knowledge base
for all repetitive questions. Now, rather than searching through
extensive FAQs or set-up guides, customers can receive relevant
information they need on products and advice on product installation in
real-time without disrupting the user journey.
Since using CartAssist, Goodmans has also seen the following additional results:
- 55 per cent expansion of “Relevant Answers” in the knowledge base
- 98 per cent reduction of repetitive questions
Jim
Neill at Goodmans said: “CartAssist has empowered us to support our
customers with real-time answers at any time of the day. Through
delivering rich content such
as video and instructional PDFs, self-service has allowed us to provide
an enhanced level of support to our customers that results in high
levels of first time resolution, whilst improving the customer
experience onsite. The self-service engine allows our
customers to receive instant help with their support enquiries whilst
showing us the real voice of our customers, helping us to streamline
contact and improve the user experience further.”
Mark
Kirby, CEO at CartAssist, comments: “Goodmans has a great portfolio of
consumer entertainment devices, but the nature of these products often
require support,
either during the purchase process or when it comes to at-home
installation. With a 24/7, instant response, CartAssist has cut down the
strain and costs associated with manned support when customers need
them most. It enables Goodmans to improve its overall
digital experience, driving up basket value and conversion rates at the
same time.”
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