Find out how putting customer experience first lead to record-breaking profits.
Gareth Brophy, Former Head of Customer Support, Halfords
Halfords has seen steady growth with like for like increase in its cycling, e-mobility, and garage businesses as well as strong performances in its motoring business.
With the huge increase in customer contacts, Halfords needed to ensure that it could provide the best possible customer experience.
It was crucial for Halfords to have one phone number published on its new website for customer enquiries, with callers able to self-select the appropriate department, saving staff time taking messages and transferring calls.
The 8x8 comprehensive cloud communication solution met the needs of office, store and contact centre staff, with valuable metrics to track and improve the customer experience. Customers were able to engage using the tools they wanted including voice, web chat, email, SMS, call-back, and social media and employees were able to deliver and monitor the customer experience throughout the organisation.
With out the restrictions of the original on-premise system Halfords were able to on-board users easily and improve customer service, resulting in instant returns and contributing to record-breaking profits in the first year.
Read the full case study
https://www.8x8.com/resources/customer-stories/halfords
