PC World plans consistent customer service

Retailer PC World is to install customer response software to ensure its consumers receive consistent service regardless of the method in which they make contact.

Software will be installed at its contact centre and at PC Servicecall, the servicing organisation that handles technical queries and warranty administration.

‘An increasingly IT savvy customer base is demanding online customer services,’ said customer services director Jon Naylor.

‘The challenge for PC World is to ensure that regardless of the way customers contact us, the experience is consistently high across all channels.’

He says PC World is a multi-channel retailer and customers should be able to contact it in any way they choose, including in-store, via phone, via email or online.
PC World, part of DSG Retail, signed a deal with Numero to implement SmartAgent email and Call Back software by September.

‘With the technology, we will aim to enhance customer experience and reduce costs by allowing customers to contact the organisation via email, instead of directing them to the telephone,’ Naylor said.

Naylor says he is confident the rollout will proceed smoothly, despite the added intricacy of its Servicecall centres in Sheffield and Nottingham being outsourced to Capita.

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