Naked Wines is disrupting the wine industry by bridging the gap between winemaker and customer, but as it turns out, it’s also re-thinking what it means to provide good customer service in the online space. However, despite having a proactive approach to customer service, Naked Wines was still struggling to provide the high-levels of service it wanted to in its call centres, which are a large part of the company’s business model. To solve this issue, the wine retailer decided to migrate its call centre’s tech to Natterbox a UK-based telecommunications company.
According to Managing Director of Naked Wines, Greg Banbury, they had limited visibility of call queues and average tech service, as well as poor reporting capabilities which led to things being missed, calls not being handled in a logical way and high numbers of dropped calls. As such, the business wanted to find a way to improve overall levels of customer service in its call centre, gain more control and find a system that was easy-to-use. After a period of investigation, Naked Wines ended up partnering with Natterbox.
Prior to switching to Natterbox the service team were losing 20-30 percent of its total calls each day. After designing and implementing a new call policy, this figure dropped to a consistent three percent. Another significant improvement was a drop in wait times, with times decreasing from about 60 seconds to an average of 20 to 30 seconds. On better performing days we see even greater reductions to only about ten to 15 seconds. Read the full article at Power Retail.