By Julian Goldsmith, 3 September 2008 13:25
NEWS
Computer games retailer GAME Group has implemented an automated inbound email reader to help its customer services team deal with a growing volume of web enquiries.
silicon.com Retail & Leisure
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The system, supplied by Numero, will manage all inbound email contact coming from the retailer's three sites: GAME, Gamestation and Gameplay. According to the supplier, the move is a reaction to the increased business GAME is doing over the internet.
The system is able to identify the meaning of each sentence in a customer's email and place it in context so that enquiries can be responded to using template answers or forwarded onto a human agent if needs be.
GAME Group head of customer services David McGreevy told silicon.com: "Email enquiries from customers are on the increase across all retailers and ours are a lot more used to things like online gaming and web chat, so they are very familiar with the form. In terms of productivity, it's a huge improvement and that will transfer into benefits for the customer."
The system will support 25 customer service agents and McGreevy expects to achieve a return on investment within two years.
Comments
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1. anonymous
I think that the automatic email reading system implemented by GAME is rubbish.......I have sent several emails to game, with FULL details of my problem only to get NO answers or ones that do not relate to the question.