Shop Direct unveils new customer service innovation team

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Shop Direct customer
// A new customer service innovation team has been launched at Shop Direct
// It comes after almost 30% of Shop Direct’s customer contact came via digital channels in 2018.

Shop Direct has introduced a new specialist team dedicated to customer service innovation.

The company, which operates online retailers Very and Littlewoods, this week appointed a 20-person squad that will work in four-week cycles to deliver change and enhance Shop Direct’s digital customer service capability.

They will be based at Shop Direct’s Liverpool head office.

The first two weeks will be spent dealing directly with customer queries via the phone and web chat to identify improvement opportunities.

The insight and data gathered will then be used to re-write processes and test new technology in the second two weeks.

The team will also use new technology such as an online tool to help resolve specific issues within a single call by following a ‘”decision tree”, and allow instant news alerts to be shared with all 1500 customer service colleagues.

The launch of the customer service scheme comes after almost 30 per cent of Shop Direct’s customer contact came via digital channels in 2018.

“We want to lead the way for customer service innovation and create the empowered frontline colleagues of the future, equipped with complex problem-solving ability, digital skills and the latest technology,” Shop Direct customer service director Mark Billingham said.

“The customer closeness team and centre will help us reach this ambition.”

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