Comet Standardises on SpeechStorm to Deliver World Class Speech Self Service
-One of the UK’s Top 50 Call Centres for Customer Service Selects SpeechStorm to Enhance its Customer Service Programme -
London, UK – October 22nd, 2008 – SpeechStorm has today announced that one of the UK’s largest electrical retailers, Comet, has standardised on SpeechStorm’s speech solutions to offer a more efficient and personalised customer service experience to its vast base of customers.Celebrating 75 years in business this year, the electrical giant will benefit from SpeechStorm’s extensive knowledge in creating sophisticated speech self-service solutions that transform customer care.
Comet was recently placed within the Top 50Call Centres for Customer Service, created to highlight customer service excellence and transform the public perception of the contact centre industry. This dedication to the ‘customer’ and continuously improving service levels underpinned Comet’s search for a Speech solutions partner; a search that began in 2008.
Simon Parkinson, General Manager, Customer Information Centre at Comet, launched the search for a phone self-service provider to partner with Comet to help deliver a broad-based customer service improvement programme leveraging speech self service solutions. Simon explains, “We are continually searching for new ways to provide better customer service by ‘enabling’ our customers to self-serve where appropriate and putting further investment into areas where our customers need more time and care.” Simon continues, “Speech self-service is a powerful technology that will help us to realise that vision and SpeechStorm is at the forefront of the market in its experience and expertise in developing and delivering speech self-service solutions.”
Comet selected SpeechStorm in favour of a number of other vendors. “From our first meeting we knew that we could partner with SpeechStorm. Quite simply they knew what they were talking about and were frank and open and were able to support all of our requirements but now and in the future,” recalls Simon. “That early synergy is vital if the partnership is to work long term and SpeechStorm has demonstrated that same focus on a strategic partnership.”
Comet has selected two initial applications from SpeechStorm’s speech self service technology suite, namely Store Locator and Delivery Enquiry. Customers trying to locate their nearest Comet store will now quickly be given the information by the new speech service and offered a text message confirmation. Customers calling to check on deliveries will have their details dynamically checked with Comet’s internal order system; their order details confirmed and receive a verbal confirmation as to when the order will be delivered. These enquiries which generate around 175,000 calls a year, will give customers access to the information they require in a fraction of the time and they will still have the option to be transferred to a live agent if needed. Meanwhile Comet can invest more time in customer-care calls or calls that simply need more time and attention.
To monitor the caller experience throughout the launch of the applications Comet will be undertaking extensive customer surveys; listening, tracking and making changes as needed. Customers will be surveyed by phone and email to assess their experience and the service will be continually tuned in response to this feedback.
“Comet is committed to providing first class service to its customers and we are delighted to help them realise that vision,” commented Oliver Lennon, CEO of SpeechStorm. “We have a rich portfolio of phone self-service solutions and we will work closely with Comet to deliver the right blend to achieve their customer care goals.”
About Comet
Comet, a leading specialist electrical retailer, has more than 250 stores throughout the UK, offering a wide range of electrical products all at 'Every Day Low Prices'. Thousands of competitor prices are checked every week to ensure that Comet's prices cannot be beaten.
The Comet website - Comet.co.uk - offers easy, convenient shopping and with Comet's click and collect service you can reserve online and collect in store an hour later. Additionally, customers can shop by phone on 0844 800 95 95. Calls usually cost no more than 5 pence per minute from landlines; calls made from mobiles usually cost more. Comet offers a unique all-round shopping experience with a range of services including home delivery, full installation of products such as televisions & computers, take back facilities for large products, and comprehensive after sales service.
About SpeechStorm
SpeechStorm specialises in Speech Self-Service solutions that manage customer interactions over the phone.
The SpeechStorm portfolio provides a combination of best-fit solutions that give customers the service they want; whether touchtone, SMS, Video or Voice. SpeechStorm transforms the simple phone into a rich interactive tool for accessing content, finding information and interacting with an organisation to fulfil customer requests and optimise customer care goals.
Organisations including Dixons Stores Group International (DSGI), SITA Suez, eircom, Northern Ireland Electricity and Comet rely on SpeechStorm solutions to underpin their business performance and improve the overall customer experience.
Backed by a professional services capability of more than 250 consultants, SpeechStorm is part of Kainos, a leading IT consulting and Systems Integrator. For over 20 years Kainos has been deploying critical customer interaction solutions giving SpeechStorm distinctive edge over most phone self-service specialists. SpeechStorm has offices in the UK and Ireland.