Powerful web self-service tool and advanced email management transform contact centre operation

Easily.co.uk, the UK’s leading domain name and website company, has achieved a 20 per cent reduction in inbound support queries by deploying a powerful web self-service channel, powered by Talisma Knowledgebase.  The implementation of advanced email management and live chat tools from Customer Interaction Management (CIM) solution provider Talisma has also enabled Easily to ensure its 250,000 customers receive rapid, personalised and accurate responses to any enquiry.

Easily implemented Talisma Knowledgebase, Talisma Email and Talisma Chat at its 20 person strong contact centre in 2006.  Talisma Knowledgebase has reduced incoming email and phone enquiries from around 11,000 per month to less than 9,000 by empowering Easily’s customers to find answers to any queries on an online portal, using Talisma’s intelligent search facility.

The integration of Talisma Email has enabled Easily to significantly improve the speed and accuracy of email responses, with as many as 94 per cent of all emails now answered within eight business hours.  By adding live chat facilities to its customer service offering, Easily has also enabled contact centre staff to handle multiple support queries at the same time and increase productivity.

The Talisma CIM tools are fully integrated and provide a unified view of each customer interaction across any channel, complete with a detailed audit trail of historical interactions. 

“Our business is growing steadily at 19 per cent a year and Talisma has enabled us to enhance, control and streamline customer interaction across all channels,” explains Stuart Fuller, group online business manager for Group NBT.  “Knowledgebase is a powerful self-service tool that has alleviated demand on our contact centre to allow an increased focus on proactive outbound sales calls. The introduction of emerging communication technologies such as live chat has also enabled us to provide our increasing customer base with high levels of support without adding more customer service personnel to the team.” 

As a result of the success of the Talisma CIM suite at Easily, the organisation’s parent company, Group NBT plc, has rolled out Talisma CIM across NetNames, the UK's leading domain name management specialist, and NetBenefit which offers managed hosting solutions for business critical websites.

“Online customers now expect the superior levels of service that the internet allows in order to be at the fore of this highly competitive environment,” commented Jon McNerney, VP and General Manager of International Operations at Talisma. “Talisma enables companies, like Easily and NetNames, to give their customers the choice to search for information online, wherever they are and whenever they need it, and to quickly deliver accurate and informed responses to enquiries across the customer’s preferred communication channel.”

Group NBT plc is a leading provider of domain names and Internet‑related services, which also owns the following companies: Easily, NetBenefit, NetNames, and Ascio.  Following the successful implementation of Talisma at Easily, NetNames and NetBenefit, Group NBT now plans further roll out of Talisma’s customer interaction management products in 2008.