New Telephone System Helps Wing Mirror Man To Provide Better Customer Service

New Telephone System Helps Wing Mirror Man To Provide Better Customer Service

We are delighted to announce that we have introduced a new telephone system recently which has revolutionized our approach to customer service.

The new telephone system, supplied by local company Comms Consult, makes it easier and quicker for our advisers to help our customers find the correct parts for their vehicles. 

(We have more than 24,000 products across our three websites including wing mirror covers, full wing mirror units, wing mirror glass, stick-on glass, window regulators, and indicators. We supply virtually all makes and models of cars, vans and motorhomes and are the UK’s leading supplier of wing mirrors). 

The new system has a number of features and other benefits.

First of all, the advisers wear a headset which allows them to more easily use the keyboard in order to research and find the correct wing mirror part that the customer is enquiring about. Previously, advisers had to juggle a traditional handset whilst trying to type on the keyboard.

The system also allows advisers to engage with customers via video call which we have found that customers really enjoy and this adds a different dynamic to the call.

Even the fact that calls come through our PCs means we can press a button either on the keyboard or headset in order to instantly answer the call. 

We also have the opportunity to engage in a live chat with customers. Again, we have found that customers appreciate this facility and are using it regularly.

From the company's perspective, we can collate, very quickly, a variety of data that is very useful to our operations. This might include the number of calls that we receive in a day, the duration of each call, and whether or not the call has resulted in a sale.

Mr Joshua Speed, business development manager, said: “We have only recently introduced the new telephone system but we really feel it offers a number of tangible benefits both to the company and to our customers and has really revolutionized our approach to customer service.”

“We are also delighted with the ongoing support provided by the supplier, Comms Consult, who are based in Bolton in Greater Manchester. They have allowed us to introduce the new system with very little interruption to our operations or the service we offer customers.”

Mr Speed added that three advisers have been utilising the new system and he would expect that further staff in due course would use the system.

One of the other benefits of the system, Mr Speed said was the noise cancelling. This means that any background noise from other team members who may also be on calls cannot be heard by the caller and therefore does not interrupt a call.

Mr Speed said: “We are always looking at ways of improving our customer service to ensure that our customers are able to shop quickly, easily and receive correct parts in a short period of time."

He added that the new system was speeding up the response rates and allowed the company to answer calls more quickly than with a conventional hand-held telephone system which works separately from the website.

If all lines are busy, the system plays a pre-recorded message and directs customers to leave a voice message which is translated into an email and shared with advisers who can respond as soon as they have finished their existing call.  

After hours (working hours are 9 am to 5 pm) customers are able to leave messages - again which are translated into emails for advisers to respond to first thing the following morning.

The system allows each adviser to have a direct number and for each adviser to be able to transfer a call to a fellow member of the team when appropriate.

The Live Chat facility allows an adviser to share a link to a customer’s device such as a laptop or PC and then start a conversation with a prospective customer. 

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