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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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Chain Reaction Cycles opts for eGain Mail to improve email customer service

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Online bike store Chain Reaction Cycles has selected eGain® Mail™ - customer interaction software – to improve its email management. The solution will be used to enhance the quality, consistency and efficiency of email communication with Chain Reaction Cycle’s global customer base. The company claims to be the world’s largest online bike store, and recognises that customer service is vital to maintain its position in the competitive online retail market.

Northern Ireland-based Chain Reaction Cycles dispatches up to 30,000 orders every week from its warehouse, and has recently streamlined its supply chain to increase this order fulfilment capacity by more than 40%. With sales continuing to grow, the online bike store found that its existing email management system was no longer adequate.

“We receive, on average, 35,000 emails a month. Even at these volumes, it became clear we had outgrown our existing email system,” said Sandra Pryce, senior customer operations manager at Chain Reaction Cycles. “We needed a more sophisticated and mature solution that would scale well, help automate email customer service processes. and enable us to quickly and intelligently respond to inbound queries.”

The eGain Mail product enables contact centres to handle large volumes of customer emails and web form submissions effectively, efficiently and uniformly, ensuring customer order and interaction history is available to agents. In addition, agents are provided consistent, high-quality answers in multiple languages from a centralised knowledge base.

Pryce added: “We provide customer support in nine languages, so a multilingual knowledge base is a critical requirement for our business. With eGain Mail, not only will we ensure consistency in all customer responses, but also increase the productivity levels of the entire service organization.”

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