Shop Direct launches agile customer service innovation team

Shop Direct CCC 1

Shop Direct has appointed a specialist, 20-strong team of advisers to help drive innovations across its customer service division.

The pureplay retailer said the new team will be based at its Liverpool head office and will work in four-week cycles to deliver rapid change and make improvements to its current digital customer service offering.

Shop Direct said the first two weeks of a cycle will be spent “dealing directly with customer queries via the phone and web chat to identify improvement opportunities”, and the last two weeks using the gathered data to “rewrite processes and test new technology”.

Some of the new customer service tools the team will be working on include one “to help specific issues be resolved within a single call by following a ‘decision tree’ and allow instant news alerts to be shared with all 1,500 customer service colleagues”.

Subscription content

Please sign in now if you have a subscription or are already registered with us.

Retail Week

Register for free to continue reading provides premium, in-depth intelligence that helps retailers judge risks, spot opportunities and identify what they need to do to win in the digital economy.

Register today for a taste of our high-quality intelligence and enjoy:

  • Two free article views per calendar month on
  • Detailed analysis of current trends and events 
  • Exclusive newsletters
  • In-depth reports, videos, interviews and much more

Discover Retail Week register now

Please note, if you have recently purchased a subscription, it may take a few moments before your account is updated.