HALFORDS PARTNERS WITH 8x8 TO ACCELERATE CUSTOMER SERVICE
Leading British Retailer Selects 8x8 X Series for 4,000 customer service agents
London, 3rd September 2019 – 8x8, Inc. (NYSE:EGHT), a leading Software-as-a-Service provider of voice, video, collaboration and contact centre solutions and enterprise-class API solutions powered by one global cloud communications platform, today announced its partnership with Halfords, a leading British retailer of car parts and accessories.
Until now, Halfords had multiple legacy communications systems in place across its customer support operations. From Halfords retail to Boardman Bikes, teams had a separate platform to handle customer queries, which made it difficult for the retailer to deliver a consistent service experience.
Halfords is rolling out 8x8 X Series to bring all of its communications capabilities together, which means the same system will be used across customer service teams internationally, including the teams for Boardman Bikes, Cycle Republic and Halfords Autocentres which total 4,000 people. 8x8 will also initially be providing 120 contact centre agents to support Halfords customer service centres.
Prior to implementing 8x8 X Series, retail store team members would often receive calls that were better handled by a dedicated customer service team. The new system will automatically field inbound calls to the relevant customer contact centre - this means retail team members will be able to spend more time with customers face to face and customers calling in will reach the right expert for their query the first time, delivering outstanding service overall.
When the new technology is fully in place, Halfords will have rich reporting and interaction analytics data, enabling the company to review calls to see the areas they can improve on. 8x8 X Series also enables Halford employees to dial in anywhere from the world with the same excellent call quality across the board.
Later on this year, Halfords will be building in chat capabilities to offer customers another channel for their queries.
Gareth Brophy, head of customer support, said: “It’s so important that we give our customers the experience they expect, whether that be face to face in a retail store, in one of our Autocentres or over the phone. The systems we had in the past simply didn’t support us in the way we needed them to – our customer service was disjointed as the various teams were using different platforms to handle calls and keep track of queries. Having all of our customer support technology in one place, with the advanced reporting and analytics capabilities, will be pivotal for us, especially during peak retail moments such as Black Friday, Easter and MOT season. 8x8 is the right provider to meet our needs today and as we grow.”
Mary Ellen Genovese, managing director of European operations, 8x8, said: “We are delighted to be working with Halfords, a UK retailer that has a brilliant reputation all around. With 8x8 X Series in place they will be able to bring disparate systems together, ensuring they provide their customers the best possible experience across all parts of the business. Halfords is the latest leading brand to select 8x8 for their mission-critical communications platform.”
About 8x8, Inc.
is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre and enterprise-class API solutions powered by one global cloud communications platform. 8x8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook.
8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.
8x8, Inc. Media:
Laura West-Wilson / Sam Clayton, [email protected], 0207 924 5656
Halfords is the UK’s household-name retailer of motoring, cycling and leisure products and services, with over 450 retail stores, and 300 Autocentres, nationwide.
Through the Halfords Autocentres division, it is one of the UK’s leading independent operators in vehicle servicing, maintenance, MoT and repair. Halfords also operates a growing UK-wide fleet of ‘Halfords Mobile Expert’ vans equipped to carry out vehicle maintenance, servicing and repairs at customers’ homes and workplaces.
Founded 125-years ago and headquartered in Redditch, Worcestershire, Halfords is also parent to two other stand-alone businesses: performance cycling brands Cycle Republic and Tredz.