News : Halfords Partners with 8x8 to Accelerate Customer Service
London, England, Sept, 2019 -- 8x8, Inc. (NYSE:EGHT), a Software-as-a-Service provider of voice, video, collaboration and contact centre solutions and enterprise-class API solutions powered by one global cloud communications platform, announced its partnership with Halfords, a British retailer of car parts and accessories.
Until now, Halfords had multiple legacy communications systems in place across its customer support operations. From Halfords retail to Boardman Bikes, teams had a separate platform to handle customer queries, which made it difficult for the retailer to deliver a consistent service experience.
Halfords is rolling out 8x8 X Series to bring all of its communications capabilities together, which means the same system will be used across customer service teams internationally, including the teams for Boardman Bikes, Cycle Republic and Halfords Autocentres. 8x8 will also initially be providing contact centre agents to support Halfords customer service centres.
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Prior to implementing 8x8 X Series, retail store team members would often receive calls that were better handled by a dedicated customer service team. The new system will automatically field inbound calls to the relevant customer contact centre - this means retail team members will be able to spend more time with customers face to face and customers calling in will reach the right expert for their query the first time, delivering outstanding service overall.
Later on this year, Halfords will be building in chat capabilities to offer customers another channel for their queries.
Gareth Brophy, head of customer support, said: "It’s so important that we give our customers the experience they expect, whether that be face to face in a retail store, in one of our Autocentres or over the phone. The systems we had in the past simply didn’t support us in the way we needed them to – our customer service was disjointed as the various teams were using different platforms to handle calls and keep track of queries. Having all of our customer support technology in one place, with the advanced reporting and analytics capabilities, will be pivotal for us, especially during peak retail moments such as Black Friday, Easter and MOT season. 8x8 is the right provider to meet our needs today and as we grow."
Mary Ellen Genovese, managing director of European operations, 8x8, said: "We are delighted to be working with Halfords, a UK retailer that has a brilliant reputation all around. With 8x8 X Series in place they will be able to bring disparate systems together, ensuring they provide their customers the best possible experience across all parts of the business. Halfords is the latest leading brand to select 8x8 for their mission-critical communications platform."
Posted by Veronica Silva Cusi, news correspondent
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About 8x8 Inc.:
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any location on a wide variety of business telephony, web and mobile platforms. 8x8 also offers managed hosting and cloud-based computing services.
Published: Friday, September 6, 2019
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