Halfords rolls out 8x8 customer support tech
Halfords has announced a customer service operations partnership with 8x8.
With 8x8 X Series, the retailer will benefit from a single unified communications and contact centre solution. The system will be used across all of its customer service teams, including Boardman Bikes, Cycle Republic and Halfords Autocentres.
Later this year, Halfords will also deploy 8x8 Contact Centre’s chat capabilities. Gareth Brophy, Head of Halfords Customer Support, says: “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 that we needed them to – our customer service was disjointed with the various teams using different platforms to handle calls and keep track of queries.”
“Having all of our customer support technology in one place, with 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 both today and as we grow.”