Echo-U has made a huge impact on the Sofawork's customer experience. Outperforming all expectations and delivering more than £1m savings

Claire Carroll

Head of Customer Experience, Sofaworks

Enhancing the customer experience & delivering £1m savings

Sofaworks is a well known sofa retailer which likes to do things differently, they believe in letting their customers relax and find the sofa that’s right for them. So we were delighted when they asked Echo-U to help them deliver this philosophy throughout their customer contact strategy to further enhance their customer service provision.

Working closely with the Sofaworks management team to understand the challenges and get under the skin of the business we started by examining the entire customer journey. The first priority we identified was helping Sofaworks to re-engineer a number of business processes. This approach allowed us to improve the overall customer experience at every stage of the customer journey. Once this was achieved, we focused on specific internal client challenges, and ultimately deliver resolutions for those.

By fixing client issues at first call, reducing the amount of engineer call-outs, decreasing call abandonment and improving the speed of calls answered we were able to deliver a significant impact. Having complete access to and integration with the Sofaworks systems allowed us to resolve issues quickly, effectively, remotely and independently of the Sofaworks in-house team. This enabled Echo-U to manage the entire resolution process and to deliver a seamless full contact solution.

We started supporting Sofaworks in the run up to its peak period, pre-Christmas and then expanded the team significantly and the results were outstanding. 100% of calls were answered – up from 50% previously, with 92% of calls answered within 20 seconds. Engineers visits were reduced by a third in the first 4 weeks of the campaign and we delivered a 91% first call resolution rate.

Our Echo-U Sofaworks team worked hard to understand the DNA of the Sofawork’s customer and product and they represented the brand impeccably. The team was empowered and motivated to resolve customer issues on first contact, which altogether achieved great results and a very delighted client.

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