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Dreams not sleeping on customer service

By Retail Technology | Friday October 8 2021 | UPDATED 08.10.21

Specialist bed retailer Dreams has added new technology to enhance customer service and create a seamless experience across its service channels

During the pandemic, when stores closed, demand on the contact centre accelerated and Dreams went from handling 5,000 to up to 15,000 interactions a week.

Dreams then worked with Netcall to evaluate how it handled customer service, processes and technology, implementing Netcall’s Liberty Converse and Connect solutions to improve customer experience (CX).

Following this, Dreams was able to add new functionality that highlighted and managed the peaks of hundreds of additional customers contacting them. Now, the whole team can stay abreast of everything that’s happening internally and externally, and focus on how they can best respond.

Sam Johnson, head of customer services at Dreams, said: “It was a complete breath of fresh air. Suddenly, our teams could easily see and explain what they’re doing for all their customers. They could place customers in more appropriate queues and make a change at the touch of a button. We’ve got the same team of people, but we’ve now got a system that actually supports them in doing a better job.”

 

 

 

 

 

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