Talisma Email reduces email response times and delivers cost efficiencies for major UK retailer

Talisma® Corporation (www.talisma.com), the leading provider of Customer Interaction Management (CIM) solutions, announced today that Park Retail has implemented its advanced email management tool, Talisma Email, to cost-effectively manage the large volumes of emails received by the customer service team. Using Talisma Email, Park Retail has significantly reduced email response times and improved the accuracy and personalisation of all replies, increasing agent productivity and customer service levels.

Park Retail, a business within Park Group plc, operates the UK’s largest Christmas cash savings business in the UK and receives as many as 2,000 incoming email enquiries per month in the run up to Christmas.  The company directs emails through the ‘contact us’ section of the Getpark.co.uk website, which offers customers a series of pre-set questions. Talisma Email delivers the email queries to Park Retail advisors and suggests pre-written responses from a library of 268 documents, using carefully planned business rules. As a result, Park Retail has significantly reduced email response times, increased consistency of information provided and lessened pressure on advisors at peak times of the year.

In addition to helping customer care advisors, Talisma Email is enabling the Park Retail management team to review its email customer service on an ongoing basis, measure response times, monitor agent performance and quality check outgoing emails.   

“Peak periods, such as Christmas, put our advisors under considerable pressure as they must simultaneously handle incoming telephone and email enquiries. By implementing Talisma Email we have armed our advisors with an intuitive, feature-rich tool to effectively manage emails and ensure accurate, consistent and timely responses,” said Gary Woods, Managing Director, Park Retail. “The Talisma Email functionality impressed us during the selection process, particularly the ability to quickly and easily set-up and use pre-written responses. Because it is highly scalable we are very confident it can support our future growth.”

“Email is rapidly becoming the preferred communication method for UK consumers, so it’s vital that companies manage this channel effectively. Speed of response, accuracy of information provided and personalisation are key to providing an exceptional customer service,” said Jon McNerney, VP and General Manager of International Operations at Talisma. ”Using Talisma Email, organisations like Park Retail can improve customer satisfaction, while delivering cost savings back to the business and reducing pressure on service agents.”