Cartridge Save has seen the speed at which it replies to customer queries in lockdown soar by over a quarter after transforming its internal processes.
The transformation has seen Cartridge Save adopt the Zendesk customer service platform which allows it to automatically filter queries as well as offering users a chatbot function. The 27.5% boost means the UK’s largest printer and ink retailer has reduced the average time it takes to respond to an email from 202 to 152 minutes.
It comes as a boom in home-printing sparked by the coronavirus outbreak has seen the leading online retailer hit record domestic sales of £9 million ($12 million/ €10 million) since March.
Cartridge Save Operations Manager Nichola Ansbro said: “At Cartridge Save our customers rely on us for the highest quality printing products at unbeatable value. It’s one of the reasons we’re the largest printer and ink retailer in the UK. Another is our commitment to the highest levels of customer service.
“And to ensure we maintain these high standards we have invested significantly in how we process queries. By adopting the Zendesk platform we’ve noticed immediate results that means we’re now getting back to customers at our fastest rate ever.”
Cartridge Save added that it comes as increased demand from household customers has sparked a 15% increase in sales year-on-year. As workers abandon offices Cartridge Save said it has shipped 100,000 more cartridges to homes compared to the same period last year – bringing its total to 750,000.
