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.” Related content brandpost Sponsored by SAP When natural disasters strike Japan, Ōita University’s EDiSON is ready to act With the technology and assistance of SAP and Zynas Corporation, Ōita University built an emergency-response collaboration tool named EDiSON that helps the Japanese island of Kyushu detect and mitigate natural disasters. By Michael Kure, SAP Contributor Dec 07, 2023 5 mins Digital Transformation brandpost Sponsored by BMC BMC on BMC: How the company enables IT observability with BMC Helix and AIOps The goals: transform an ocean of data and ultimately provide a stellar user experience and maximum value. By Jeff Miller Dec 07, 2023 3 mins IT Leadership brandpost Sponsored by BMC The data deluge: The need for IT Operations observability and strategies for achieving it BMC Helix brings thousands of data points together to create a holistic view of the health of a service. By Jeff Miller Dec 07, 2023 4 mins IT Leadership how-to How to create an effective business continuity plan A business continuity plan outlines procedures and instructions an organization must follow in the face of disaster, whether fire, flood, or cyberattack. Here’s how to create a plan that gives your business the best chance of surviving such an By Mary K. Pratt, Ed Tittel, Kim Lindros Dec 07, 2023 11 mins Small and Medium Business IT Skills Backup and Recovery Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe