John Lewis Direct Selects Talisma For Improved Online Customer Service - Talisma to help johnlewis.com reduce email response times

John Lewis Direct, which encompasses the John Lewis website, www.johnlewis.com, and catalogue retailing, currently receives around 2,500 emails per week. By working with Talisma, the retailer aims to reduce email response times significantly from its current response time of within 12 working hours. Talisma Email gives agents a complete view of each customer’s history ensuring that JLD’s growing number of online customers receive rapid, accurate and consistent responses, increasing satisfaction.



“To improve the service offered to customers via email, it was vital that our email management system could give us visibility of all online customer contact, as well as the ability to measure volumes and speed of response,” said Richard Lloyd-Williams, Business Analyst in the IT & Web Team of John Lewis Direct. “Talisma Email fulfilled these requirements and also proved to be the most intuitive tool for quickly building email replies from approved template paragraphs, which will help to increase our response times even further.”



“Online consumers in the UK are becoming increasingly demanding and to secure their loyalty retailers must deliver a consistently superior level of service,” commented Craig Gordon, MD EMEA for Talisma. “Talisma Email enables organisations to improve customer satisfaction and cut costs while quickly and professionally managing their growing volumes of email through its comprehensive email response management system.”


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About the John Lewis Partnership

The John Lewis Partnership operates 27 department stores across the UK, John Lewis Direct, a website and catalogue business, and 173 Waitrose supermarkets and has a turnover of over £5bn.


John Lewis “Britain’s favourite store 2005*” typically stocks more than half a million separate lines in any one year and seeks to be an ‘all-under-one-roof’ destination for an entire region of shoppers. Fashions, furnishings and household goods of all kinds are offered with excellent service and free delivery - all at competitive prices. 15,000 lines focused on the best of home and giftware are also available online at www.johnlewis.com or in one of the range of seasonal catalogues. For details of your nearest John Lewis department store location please call 08456 049 049 or visit www.johnlewis.com

Waitrose, voted “Britain's favourite supermarket*”, combines the convenience of a supermarket with the expertise and service of a specialist shop. It offers fresh and frozen foods, wines and groceries as well as delicatessen, cheese, fresh fish, meat, patisserie and hot-food counters.

*Verdict research, January 2006



About Talisma
Talisma is a global provider of Customer Interaction Management solutions that enable businesses to deliver a truly exceptional customer experience. Talisma’s solutions integrate the power of email, phone, chat, and self service with a robust and mature customer interaction management Web services platform, comprehensive analytics, and a system-wide knowledgebase. Talisma's global customers include AOL, Aviva, Banque Populaire, Betdaq, Canon, ChevronTexaco, Citibank, Dacorum Borough Council, Daimler-Chrysler, Dell, DHL, E.on, EPSON, Ericsson, Intuit, Microsoft, MWB, Pitney Bowes, Siemens, Sony, Sprint, NHS University Hospital of Leicester and Xchanging. For more information, visit www.talisma.com.