Domain name and web site company Easily.co.uk has cut inbound support queries by 20 per cent by creating a self-service help system for its 170,000 customers.

The implementation of software from Talisma across Easily's 20 person contact centre reduced calls by 2200 a month.

The new system enables customers to search for solutions to queries online with customer service representatives dealing with the remaining customers through email, phone and chat.

The main benefit of the project is to enable staff to focus on outbound sales calls.

It also enables a better standard of customer service by creating a unified view of each customer, complete with an audit trail of historical interactions.

‘Customer interaction solutions have very quickly delivered huge benefits, allowing us to work smarter, improve productivity and allocate more time to our outbound sales campaigns,’ said Easily.co.uk online business manager Stuart Fuller.

‘Even though our business is growing steadily at 12 per cent a year, the efficiencies delivered mean we can continue to provide our increasing customer base with high levels of support without adding more customer service personnel to the team,’ he said.

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