Comparison site response time halved

The installation is designed to support the rise in activity on the website and Gocompare says the technology is helping improve customer service quality and delivery by automatically responding to large numbers of email. The Eptica software analyses the content of the incoming communication, searches a knowledge base for the correct answer and then sends it to the customer.

Lee Griffin, business development director at Gocompare.com, says that with his business being on the UK’s top three price comparison sites, there has been a sharp increase in the volume of inbound enquiries. “To manage this growth, we needed an email management system that would enable us to increase efficiency, whilst maintaining the highest level of service possible.  We want customers to know that if they use Gocompare.com and they have any questions, we’ll answer them quickly.”

The recording and reporting features of the technology are also seen as central for the business to understand future trends and to better plan the business around customer habits.

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