Our successful partnership with The Entertainer was recognised at last night’s Direct Commerce Supplier of the Year Awards, as we picked up the ‘Partnership of the Year’ prize.
The ceremony, which took place at Hampton Court Palace in London, recognised outstanding results achieved through effective client / supplier relationships.
We began working with The Entertainer, the UK’s largest independent toy retailer, in late 2015 to provide customer services support during its busy pre and post-Christmas peak.
During the four-month campaign we answered 32,000 telephone calls and responded to 17,000 email enquiries from The Entertainer’s customers, helping them maintain an outstanding service at their busiest time of year.
Our expertise ensured customers had their issues resolved more quickly, resulting in a 37% reduction in overall contact volumes and a significant increase in first contact resolutions.
The Entertainer also enjoyed a like-for-like sales increase of 4.9% during the festive season.
Feedback from our customers has been very positive, regularly praising the agents at WeAnswer for their help and support. All in all, it proved to be a great business decision to enter into a relationship with WeAnswer which we hope will continue for the coming years. Steve Shepherd, Head of Operations & Customer Service, The Entertainer
Commenting on the award, WeAnswer Managing Director Dominic Mehta added:
We’re obviously delighted to pick up this prestigious award, but the real satisfaction for us is hearing positive feedback from our clients. We’re already well into our second festive campaign with The Entertainer and we’re determined to help them deliver another record Christmas result. Dominic Mehta, Managing Director, WeAnswer
Other winners on the night included Feefo, Pitney Bowes and Spring Global Mail.