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Asos replaces Microsoft Outlook with eGain Email Management system

17
Jul '09
eGain Communications Corporation, the leading provider of multichannel customer service and knowledge management software, proven on-premise or on-demand, announced that ASOS.com, a major online fashion and beauty store, has selected its email management solution, eGain Mail, to improve the efficiency and quality of customer service.

Replacing the incumbent Microsoft Outlook system, eGain Mail is enabling ASOS.com to provide an enhanced customer experience, while reducing contact handling times and increasing first time resolution of customer emails.

Since implementing eGain Mail, ASOS.com has seen a notable difference in its customer service levels as Matt Hiscock, Head of Operations at ASOS.com, comments, "eGain Mail has made our whole customer communications process faster and a lot more efficient. In the 8 weeks since adopting eGain Mail, our email response times have gone from 20% of emails correctly answered within one day to 95% correctly answered within one hour -- a dramatic difference!"

As consumers increasingly buy online, ASOS.com has seen significant growth in web site traffic. With over 5.2 million visitors coming to the site every month, ASOS.com regards online customer service of the utmost importance to its business. Hiscock continues, "Operating solely online, it is key that we deliver superior customer service through online channels such as email in order to maintain our leadership in a competitive market. It is crucial that we equip our agents with accurate and timely information to enable them to meet these service levels and it was clear from the outset that only eGain's solution could provide us with the tools to achieve this."

eGain Mail intelligently routes incoming emails and provides automated and recommended responses to ensure agents can process customer queries effectively, efficiently, and consistently. The solution also ensures that complete customer information and interaction history is available to agents, enabling informed interactions for each and every response.

"It was essential that the solution we chose could be configured easily without disrupting our service operations or the shopping experience of our customers," Hiscock comments. "We were really impressed with the ease of integration -- it only took two weeks for the email management system to be fully embedded into the ASOS.com environment. As a next step, we plan to examine how we can utilise and integrate eGain's customer service forum capability to jumpstart an ASOS.com online customer community and further enhance customer experience through an interactive forum for sharing tips and finding answers to questions."

Andrew Mennie, General Manager of eGain EMEA concludes, "For a growing online business like ASOS.com, online customer service has become a competitive differentiator in this fast moving market sector. The results at ASOS.com speak for themselves and act as great testimony to howa robust approach to online customer service can dramatically enhance customer experience, boost service quality and improve agent productivity in the contact centre."


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