Dixons deploys customer self-service system for technical knowhow

Electrical and computing retailer Dixons Retail is using a customer service software platform from Eptica within its Knowhow technical services business.

The retailer, which also runs the Curry’s and PC World brands, has deployed a search facility from the supplier within Knowhow’s website and customer contact centre to provide fast answers to customer queries.

Knowhow receives 300,000 monthly web visitors and employs 1,300 customer contact agents, who will be able to use the system, called knowledgebase, to get answers to queries about gadgets and PC equipment.

Dixons Retail expects the system to help it cope with the increase in customer queries which typically top three million over the holiday, with 1,000 technical support calls on Christmas day alone.

The Knowledgebase system is intended to provide customers with the information they need in a form they can understand about their technical equipment, without having to speak to a contact agent, if they wish. It allows them to browse through 1,200 articles providing step-by-step guides on the most common customer queries.

In a statement, Keith Andrews, programme manager home services for Knowhow said: “As electrical products become more complex and technologies converge, our customers told us they wanted joined up services delivered in a non-technical way… [This] technology provides the infrastructure to collect, share and update the vital information our customers want across all our channels.”