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Exemplary Customer Service Starts with the Right Ingredients

AO.com, the award winning UK online retailer which specialises in household appliances, was clear on the right ingredients, but it needed the right technology to deliver them to its customers. The first step on this journey was deciding who to buy the technology from, and there started the relationship with Interactive Intelligence.

With the implementation of the Interactive Intelligence Customer Interaction Center (CIC) AO.com know exactly at which part of the journey a customer is and can interact with them accordingly. AO.com can now detect if a customer is ringing on the day of their delivery. If they are, there is a 90 percent chance they want to find out what time their new washing machine or oven will be arriving. To save the customer spending time waiting to speak to an operator, AO.com automatically tells the customer what their delivery time is. This result is a 50 percent drop out at this point as this information is exactly what customers wanted to find out.
David Atherton, Head of Customer Service at AO.com commented “It is a great service, as the customer gets the information they need without having to ask and it works for us as it leaves the agents free to deal with customers who do need to speak to somebody. It is a self-service programme to empower the customer to have access to as much info as they can without having to wait unnecessarily.”

The right ingredients are foundational to a high-quality customer experience. Define your objectives, clearly communicate them, take into account the entire customer journey, plan for the future, then revise the plan as needed based on results.

The measurements help ensure you meet your objective, the ingredients are essential to success.
Recorded Aug 17 2016 4 mins
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Presented by
Dave Atherton, Head of Customer Services at AO.com; David Wilson, Head of IT at AO.com
Presentation preview: Exemplary Customer Service Starts with the Right Ingredients

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  • Title: Exemplary Customer Service Starts with the Right Ingredients
  • Live at: Aug 17 2016 10:35 am
  • Presented by: Dave Atherton, Head of Customer Services at AO.com; David Wilson, Head of IT at AO.com
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