It’s been said that the core of a good business is great customer service. AO.com,one of the UK’s leading online electrical retailers, takes this to heart.
When the AO team noticed that the lion share of their call centre traffic came from customers checking ahead of a scheduled delivery that it was still on track to arrive, they called on NTT DATA for help. We built an IT system that automatically links incoming phone numbers with customer orders, to identify when appliances are due for delivery. For deliveries scheduled that day, our system offers the option to connect with the van’s co-driver, so customers can chat directly about the most likely time of arrival.
That person sat in the van to help unload – they’re now one of AO’s most valuable customer service resources, providing reassurance and personalised service while reducing demand on call centre staff.
And not waiting around hours for an appliance delivery – that gives customers their day back.
By getting the small things right, we aim to solve problems on a colossal scale.
Your details. Our passion.