Glasses Direct Cuts Response Time By 83% Using Datasquirt’s Email Management Solution
Datasquirt (ASX: DSQ) and Glasses Direct, the world’s largest direct retailer of prescription glasses, today announced
that by using CONTACT™, Datasquirt’s email management solution, Glasses Direct has succeeded in reducing the time it
takes to respond to customer emails by 83%.
The implementation has lead to an increase in sales due to a shorter sales cycle and improved customer experience.
Additional benefits include increased management oversight and workflow analysis, as well as an overall improvement in
efficiency resulting from inquiries being automatically directed to the right person.
“Glasses Direct aims to deliver an exceptional experience at every customer interaction. Our dispensing opticians speak
to, or respond to email from, a significant proportion of our customers,” said Alan Moscrop, Customer Service Manager,
Glasses Direct. Datasquirt’s CONTACT™ email management solution allows us to prioritise and direct incoming emails to
the right agent, as well as show histories, provide template responses and real-time reporting,” he added.
Datasquirt’s solution is used with Glasses Direct’s existing systems thereby helping to streamline processes.
“Datasquirt is delighted with the exceptional results achieved by Glasses Direct in such a short space of time,” said
Rob Ellis, CEO, Datasquirt UK. “We are pleased to be part of a smart implementation that has had such a measurable
impact on customer service and on company results,” added Ellis.
The customer services email management module used by Glasses Direct is part of CONTACT™, Datasquirt’s award-winning,
multi-channel communication solution that helps companies communicate more efficiently and effectively with their
customers.
ENDS