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Shop Direct launches customer service innovation programme

Shop Direct has appointed a specialist team dedicated to customer service innovation.

The 20-person team will work in four-week cycles to deliver rapid change and enhance Shop Direct’s digital customer service capability.

In the first two weeks, they will deal directly with customer queries, and the team will use the information gathered to re-write processes and test new technology in the latter two weeks.

The change comes after 30% of Shop Direct’s customer contact came via digital channels in 2018.

All 20 advisors will be based at the company’s new “customer closeness centre” in its Liverpool head office.

Phil Hackney, group operations director at Shop Direct, said: “This new head office team and facility underlines our mission to create a frictionless and increasingly digital customer service experience to complement the seamless online journey customers already have when shopping on and Who better to identify opportunities for customer service improvement than our existing frontline advisors?”



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