Case Study
- Client: Eurocamp
- URL: www.eurocamp.co.uk
- Date: 15th June 2016
- Overview: To deliver 24/7 real-time support with CartAssist.
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What They Say
“Our CartAssist solution has enabled our customers to self-serve their simple, quick enquiries 24/7, allowing our highly skilled advisors to assist customers with more complex, involved enquiries. It’s been great working with the team at CartAssist – they are passionate, knowledgeable, e fficient and fun! We’re seeing great results and this is only the beginning……”
Nicola Wood
Head of Customer Contact – Eurocamp
The Challenge
To reduce simple post-sales enquiries which were causing high demand on the contact centre and profit erosion. CartAssist were challenged to provide a real-time solution for repetitive enquiry which helped ease pressure on the customer service team whilst maintaining customer satisfaction.
The Solution
CartAssist self-service has been deployed as a pilot project to assist with repetitive post-sales enquiry during the busy summer period. Eurocamp customers are now directed to a dedicated support centre which answers simple questions whilst recognising and rechannelling complex enquiry.
The Results
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- 19% reduction in calls
- 42% reduction in emails
- 32% reduction in chat
- 20% reduction in overall contact
- 91% customer self-service success rate
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I am a digital transformation, AI technology, and data analytics evangelist with over 15 years of B2B pre-sales, sales, marketing and operational experience principally in the software solutions and environmental bio-technology sectors.
From strategy to delivery I love bringing ideas to realisation – Starting with a basic outline or concept and transforming it into a viable, professional offering and delivering that product or service to market.
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