IR Operations and Logistics

JD Williams puts multichannel customer engagement in place

Online shoppingJD Williams has moved to put multichannel customer engagement in place.

The plus-sized womenswear retailer, part of the N Brown Group, aims to communicate with more than three million customers taking often complex journeys across its retail channels, from web self-service to email, chat, phone, mobile, stores and social media. It has opted for eGain technology to tackle the task.

Mark Cheshire, client services director at JD Williams, said: “Our goal is to provide a class leading set of customer support solutions; a rich and complete proposition, delivered with high consistency across multiple trading channels. eGain’s customer engagement hub solution will help us deliver on that vision.”

Dennis Fois, VP EMEA sales at eGain, said, “In a competitive industry such as retail, the multichannel customer journey has become a major differentiator. JD Williams recognises that as shoppers increasingly demand diverse interaction channels, the online retailer needs an agile, unified customer engagement platform to keep up with shopper channel preferences and generate loyalty.”