Streets Online and eGain Successfully Manage One Million Customer Emails Per Year
20% Increase in Productivity and 15% Reduction in Operating Costs with eGain eService Solution
eGain Communications Corporation (Nasdaq: EGAN) today announced that Streets Online, the UK’s second largest online retailer of entertainment products (second to Amazon.com) and part of Kingfisher Plc, has improved its customer service productivity by 20% while reaching the one million mark for customer email management. With eGain’s eService solution in place, Streets Online has been able to scale and enhance its service levels in the face of booming business.
Founded in 1996, Streets Online (based in Crawley, United Kingdom) is a successful business-to-consumer online retail site that specialises in music, DVD, games, videos and books. Director of Logistics and Customer Service at Streets Online, Mike Stockdale explains, “Superior service is key to our success. Unlike high street stores where location and service are crucial, on the Web it is primarily about service. Thus with eGain we have a competitive tool to stay ahead of the online and offline competition.”
Since teaming up with eGain, Streets Online and its customers have gained significant benefits, increasing productivity rate by 20% and reducing support costs by 15%. It has also slashed response times from days to 24 hours. Streets Online has been able to be much more proactive in informing customers of changes or alterations to orders and shipment dates. The company now handles up to 10,000 customer email inquiries per week.
This impressive level of service puts Streets Online ahead of many UK organisations. A recent survey conducted by Hewson Consulting reports that only 8% of the 210 UK companies assessed provided an effective response (same day) to an urgent email enquiry.
Comments Stockdale, “The scalability and flexibility of eGain’s solution played a vital role in the recent success of our marketing promotion. We experienced a 150% increase in email volume as a result of running an ad in ‘The Independent’ newspaper. Through the use of auto-responders and prioritisation of customers, we were able to quickly answer their email inquiries and drive them into the sales cycle.”
The Quest for Excellent Service
Streets Online recognised early on that first impressions are vital if long-term customer loyalty is to be nurtured. The company turned to eGain Communications, a global eService software provider, for help. Working with Streets Online, eGain analysed business processes and requirements to propose an e-service solution. Streets Online’s primary concerns were the ability to quickly scale and respond to increasing volumes of email, quality of reporting, prioritisation of inbound customer emails and better customer contact history. After careful analysis and planning, the company deployed eGain Mail™, a component of the eGain eService suite, to seamlessly integrate with its existing systems.
eGain Mail, which routes, tracks and responds to high-volume emails and Web forms, has become a crucial solution to Streets Online’s overall strategy for improving customer service. The solution offers a unique reference numbering system (ticket system) that enables Streets Online’s Customer Response Team to have close control on the rating of customer issues and assess the appropriate level of response. First time orders are given priority and are processed at optimum speed. The reporting facility enables them to keep a tight rein on when the customer contacted them, who dealt with it and when the issue closed. Streets Online could now analyse customer trends and service issues, allowing them to quickly redress any issues on the customer’s shopping experience on site and to see opportunities for further improvement and business growth. Says Stockdale, “Our customer’s experience is critical as it is our brand, and eGain plays a part in delivering the high level of customer !
experience that we aim for.”
Vice President of International Marketing at eGain, Ryan Rosenberg comments, “The dot.com industry has witnessed extreme highs and lows over the past 12 months.
But Streets Online, which is only second to Amazon.com in the UK entertainment market, is proof that through market awareness and superior customer service online retailers can flourish.”
About Streets Online
Streets Online, www.streetsonline.co.uk, is the leading UK based online entertainment retailer. Its significant growth over the last two years, built on major partnerships with Freeserve, BSkyB and GWR, the owner of Classic FM and other radio stations is continuing now that it has become part of the Kingfisher Plc, joining MVC, Woolworth’s and Superdrug. It is now very much part of a multi-channel retailing strategy within Kingfisher Plc.
About eGain Communications Corporation
eGain (Nasdaq: EGAN) is a global provider of eService software. Selected by 24 of the 50 largest global companies to transform their call centres into multi-channel interaction centres, eGain solutions measurably improve operational efficiency and customer retention - delivering sustained return on investment. eGain’s best-in-class software includes robust, scalable applications for email management, web collaboration, self-service and knowledge management - with effective integration into legacy call centres and customer information systems. Headquartered in Sunnyvale, California, eGain has operating presence in 18 countries and serves over 750 enterprise customers on a worldwide basis - including AOL Time Warner, Charles Schwab and Verizon. To find out how eGain can help you gain customers and sustain relationships, please visit http://www.eGain.com or call the company's offices - US: (888) 603-4246; London: +44 (0) 1753 464646; Sydney: +612 9492 5400.
Further information on eGain - including interviews, reviews and photography is available from either Graham Thatcher or Juliette Doel at MCC International
Tel: 01753 464710
Graham Thatcher/ Juliette Doel
MCC International Ltd
Tel: 01962 888100
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