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August 6, 2008

Royal Mail customers Ask Sarah for help

Transversal, a multi-channel eService provider for customer-facing websites and contact centres, has powered the Royal Mail's online customer self-service system Ask Sarah, launched in June 2008.

By CBR Staff Writer

Ask Sarah aims to provide immediate answers to questions posed by the Royal Mail’s customers. This eliminates the need for customers to email or call the organisation for information and reduces the number of calls to the contact centre. Ask Sarah is said to have already reduced overall email queries by 50%.

Stephen Mitchell, digital operations manager of Royal Mail, said: By working with Transversal we’ve been able to introduce Ask Sarah, providing an easy to use, approachable way for getting immediate answers to questions whatever your technical ability. We’ve seen customer satisfaction rise and inbound enquiries drop dramatically since introducing Sarah.

The majority of Ask Sarah enquiries are on the delivery status of parcels. It recognises parcel tracking reference numbers and links them automatically to Royal Mail’s parcel tracking system, showing customers current delivery status.

Ask Sarah maintains two separate knowledgebases to answer business and consumer queries on Royal Mail’s website. Content for Sarah was built and developed by using Royal Mail’s contact centre advisors who speak to customers directly.

Royal Mail recently signed a contract with Intermec to buy 25,000 handheld CN3 mobile computers. The mobile computers will be used by the postmen to collect signatures for the majority of its tracked products.

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