Joules Clothing enables multi-channel communications strategy
Joules has deployed a new unified communications system to enable a multi-channel communications strategy and enhance its level of customer service.
The online fashion retailer wanted to offer its customers more choices in how they were able to interact with the company, whether over the phone or online. Joules says the new system, provided by ShoreTel, gives the retailer a fuller picture of its customer interactions, enabling administrators to tend to more inquiries, more efficiently.
Nick Wyld, head of IT at Joules, explained: “We evaluated our communications strategy holistically, looking at future growth plans and how to further enhance our customer service.
“Through our multi-channel approach, customers are now able to contact us in a range of ways which suit them best at a particular moment, boosting our competitive advantage.”
Tom Joule, Joules CEO, commented: “Customer service is at the heart of the Joules brand and is key to our ongoing success. By opening further communications channels, Joules has improved the chance of a sale being completed and encouraged customer loyalty.”
James Davey, Director of Direct at Joules Clothing will be presenting a session entitled ‘Increasing Customer Engagement And Conversion Through A Consistent Cross-Channel Communications Strategy’ at the The Retail Bulletin’s Multi-channel Retailing Summit 2012. The Summit will examine how retailers can maximise profits and market share through cost effective, engaging and seamlessly integrated multi-channel strategies. The one-day event will be fully interactive and gives delegates the chance to ask questions and discover insights from retail experts in the multi-channel space.
Held in London on 1st February 2012, the Summit is retailer-led and confirmed speakers include Tesco.com, Halfords, Schuh, ASOS, Santander UK plc, Marks & Spencer, Boots.com, Game Group, Alexon Group plc, , Everything Everywhere, o2 Telefónica, Joules Clothing, Adnams Plc, Best Buy UK, Collect Plus, Norbert Dentressangle, 2ergo.
The event was sold out this year so don’t miss out– register now and make a diary note to join your peers on February 1st 2012. Click here for full details.
