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 The future of trust—no more playing catch up Broadcom: 2023 Tech Trends That Transform IT By Eric Chien, Director of Security Response, Symantec Enterprise Division, Broadcom Mar 31, 2023 5 mins Security BrandPost TCS gives Blackhawk Network an edge with Microsoft Cloud In this case study, Blackhawk Network’s Cara Renfroe joins Tata Consultancy Services’ Rakesh Kumar and Microsoft’s Nilendu Pattanaik to explain how TCS transformed the gift card company’s customer engagement and global operati By Tata Consultancy Services Mar 31, 2023 1 min Financial Services Industry Cloud Computing IT Leadership BrandPost How TCS pioneered the ‘borderless workspace’ with Microsoft 365 Microsoft’s modern workplace solution proved a perfect fit for improving productivity and collaboration, while maintaining security of systems and data. By Tata Consultancy Services Mar 31, 2023 1 min Financial Services Industry Microsoft Cloud Computing BrandPost Supply chain decarbonization: The missing link to net zero By improving the quality of global supply chain data, enterprises can better measure their true carbon footprint and make progress toward a net-zero business ecosystem. By Tata Consultancy Services Mar 31, 2023 2 mins Retail Industry Supply Chain Green IT 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