John Lewis to cut online email burden

John Lewis Direct is installing email management software to speed up its response to customer emails sent through its web site.

The online arm of the high street retailer receives more than 2,500 emails a week and wants to speed up its response from the present figure of 12 working hours.

John Lewis Direct is opted for a hosted version of Talisma Email that is intended to cut response times, reduce costs and improve customer service.

‘To improve the service offered to customers via email, it was vital that our email management system could give us visibility of all online customer contact, as well as the ability to measure volumes and speed of response,’ said Richard Lloyd-Williams, IT and web business analyst at John Lewis Direct.

‘We can quickly build email replies from approved template paragraphs which will help to increase our response times even further.’

JLD also expects to cut costs through the use of the email response management system.

The technology will provide staff with a complete view of customer history to ensure rapid, consistent and accurate responses.

In its recent annual report, John Lewis reported revealed its online sales have risen by more than 70 per cent in the past year.

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