Chain Reaction Cycles currently dispatches up to 30,000 orders every week from its warehouse. It has recently streamlined its supply chain to increase this order fulfillment capacity by more than 40%. With sales continuing to grow, the online bike store found that its existing email management system was no longer fit for purpose.
The company recognises that customer service is key to maintaining and extending its leadership position in the very competitive online retail market. Sandra Pryce, Senior Customer Operations Manager at Chain Reaction Cycles, said, “We receive, on average, 35,000 emails a month. Even at these volumes, it became clear we had outgrown our existing email system. We needed a more sophisticated and mature solution that would scale well, help automate email customer service processes and enable us to quickly and intelligently respond to inbound queries.”
Used by leading companies around the world for more than a decade in cloud and on-site deployments, the eGain Mail product enables contact centres to handle large volumes of customer emails and web form submissions effectively, efficiently and uniformly. The solution ensures complete customer order and interaction history is available to agents, enabling informed responses for each and every query. In addition, agents are provided consistent, high-quality answers in multiple languages from a centralised knowledge base.
Pryce added, “We provide customer support in nine languages, so a multilingual knowledge base is a critical requirement for our business. With eGain Mail, not only will we ensure consistency in all customer responses but also increase the productivity levels of the entire service organization.”
Andrew Mennie, General Manager of eGain EMEA, commented, “For an expanding online business like Chain Reaction Cycles, customer service is a competitive differentiator and the company’s commitment to service levels has played a huge part in its success to date. They had the foresight to assess service processes as part of their investment to streamline and extend their supply chain operations. With eGain, they now have the comprehensive and efficient service tools in place to support this investment for the long term.”
About Chain Reaction Cycles
Now entering the twenty-fifth year of trading, Chain Reaction Cycles is well known throughout the world shipping daily to every corner of the globe. It has grown from a small family-owned shop to the world’s biggest online bike store. The company is dedicated to keeping the following 5 core values:
• To sell at the best possible price
• To only sell quality products
• To be honest about stock when we have products in stock and when we don’t
• To always be there when you need us
• To endeavor to always dispatch goods the same day you order them
About eGain Communications Corporation
eGain (OTCBB: EGAN.OB) is the leading provider of cloud and on-site customer interaction hub software. For over a decade, hundreds of the world's largest companies have relied on eGain to transform their traditional call centres, help desks, and web customer service operations into multichannel customer interaction hubs (CIHs). Based on the Power of One™, the concept of one unified platform for multichannel customer interaction and knowledge management, eGain solutions improve customer experience, optimise service processes end to end, increase sales, and enhance contact centre performance.
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit www.eGain.com or call our offices: +1-800-821-4358 (US), +44-(0)-1753-