Easily.co.uk Achieves 20% Reduction in Inbound Support Queries Using Talisma

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.