Since first implementing a self-learning knowledgebase in 2003, Comet says it has cut enquiry emails by 50%, by enabling customers to self-serve via its RightNow-powered.questions and answers page.
The electricals retailer says the knowledgebase has had a marked effect not only on the amount of in-bound emails and written enquiries but also on the type of query received. Fewer repetitive questions are now asked, enabling the Customer Care team to respond to more specific queries and generating a positive boost to staff morale.
“The reduction in email has certainly helped us to meet our customer care goals” says Simon Parkinson, general manager of Comet’s Customer Information Centre. “As soon as an email or written enquiry comes through RightNow’s technology the clock starts ticking.”
“We track every single enquiry, ensuring the customer is given a response within four working days,” Parkinson explains. “This means we get a better response from the rest of the business for specific enquiries relating to their expertise, are able to reduce repetitive enquiries by using the RightNow self-learning knowledgebase on our website and, most importantly, the customer, as a result, gets a better experience.”
“RightNow has enabled us to respond to each of our customers efficiently when they contact us, however they choose to get in touch,” he adds. “The ability to meet and exceed our customers’ expectations helps us to earn the place of trusted specialist within our customers’ minds enabling us to be fundamentally different from our competitors.”