Freshworks and PCI Pal team on omnichannel payment security for Bensons for Beds

Following a review and upgrade of its UK contact centre infrastructure, British bed manufacturer and retailer, Bensons for Beds, has moved to Freshdesk and Freshworks, and added to its existing PCI Pal deployment by integrating PCI Pal Digital. 

This includes the ability to take customer payments across multiple digital engagement channels, such as telephone, live chat, email and social media.

Laurence Hendy, Head of Applications and Service Delivery at Bensons for Beds, says: “Our aim is to provide a strong omnichannel customer service, as such we undertook a review of our customer support software to ensure the contact centre is future-proofed.”

“It is important for us to not only support telephone enquiries but also live chat, email and social media, so we can respond to customers via their preferred channel. We therefore took the decision to upgrade our contact centre platform to Freshdesk from Freshworks.”

Bensons For Beds has been using the PCI Pal Agent Assist solution for several years.

Hendy adds: “The key success of this project was the seamless way we were able to switch from one infrastructure provider to the other without interruption to our PCI Pal services. No reduction in security or compliance, and without too much change for our team.”

“The project has been a success; our agents continue to handle several hundred payments over the phone each week, and no matter whether they are at home or in our HQ, we have complete assurance that the transaction is safe, secure and is in compliance with the PCI DSS.” 

PaymentsStaff WriterBensons for Beds, Freshdesk, Freshworks, PCI Pal, PCI DSS, Payments, Omnichannel retail, Omnichannel payments, Contact centresComment