Lakeland cuts customer email handling time by 88%

New software installed by Lakeland has enabled the kitchenware retailer to cut the time it takes to deal with internet shopper emails by 88%.
The company now takes under four hours to handle queries that previously required 18 hours, and during a period in which the number of emails received has doubled. Lakeland now gets around 4,000 emails a week.

Director of operations Gary Marshall said: “Customer expectations have grown in terms of how fast the customer expects us to respond to them with a personalised and informed response, not just an ‘auto-reply’.”

The improvements are down to Numero’s SmartAgent customer interaction management software. It manages all inbound emails to Lakeland’s customer services centre in the UK, providing tailored responses to queries.

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