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Zendor Introduces Enhanced Contact Management Solution

Press Release

By: Zendor
27 September 2006

Zendor, the multi-channel retail expert, has improved its call centre customer service capabilities with the implementation of new front-end contact management software. Zendor have introduced Priam’s CRM Sales Manager integrated with a ‘knowledge database’ to the call centre. The combined solution will be used to provide a more extensive and efficient customer service for a number of Zendor’s clients who offer transactional websites and/or catalogues, one of the first being Early Learning Centre (ELC).

The new contact management system is easy to navigate and user-friendly for the call centre team, enabling proficient resolution of queries. The majority of queries experienced by the call centre can be resolved first time as operators follow the system’s response function to find a ‘resolution path’ appropriate to the query.

The new system also provides Zendor’s clients with the opportunity to capture more detailed information about customers than previously possible. This allows customer information to be analysed in detail, enabling retailers to understand their business better. By collating product, in-store, website or delivery feedback, for example, retailers can identify opportunities to tailor the services offered to their customers.

Up-to-date stock information is also now available through the system as it can be linked directly with the client’s head office systems. This enables the call centre team to easily identify stock locations and help customers make reservations for store pick-ups.

The ‘Knowledge Tree’ database enables the retailer to feed the call centre with regular updates and information, for example, new stock lists, promotions or processes, in order to support the customer service team. The Knowledge Tree also allows call centre operators to search for answers to any given enquiry, such as product assembly, on the comprehensive database of information, improving the quality of query handling.

In implementing this new contact management solution, Zendor are able to offer clients higher levels of customer service supported by a more empowered call centre team.