Fashion e-tailer Asos has improved the time taken to respond to customer emails after implementing eGain Communications software.
Asos adopted eGain Mail software to replace a Microsoft Outlook system. It has shortened email response times to customers from 20 per cent of emails correctly answered within one day to 95 per cent correctly answered within one hour.
Asos head of operations Matt Hiscock said: “Operating solely online, it is key that we deliver superior customer service. It was essential that the solution we chose could be configured easily without disrupting our service operations or the shopping experience of our customers.”
eGain Mail routes incoming emails and provides automated and recommended responses to ensure agents can process customer queries effectively. Hiscock said the next step will involve integrating eGain’s customer service forum into Asos’s online community.