Gill Hinds, E-commerce and CRO manager at Denby Pottery came to Futr, looking for a solution to enhance customer experience and the customer journey. For Denby, some key goals are internationalisation, premiumisation and growing its share of market. Like many other retailers, retaining customers and keeping a strong level of engagement is a priority.
In this case study, we explore some of the challenges Denby faced such as long queue times, delayed response times and large volumes of repetitive queries. Gill was looking for something which would give customers immediate answers to routine questions as well as lift the burden off the customer service team.
Since launching the chat service, Denby Pottery has seen:
- A reduction in call and email volume
- Cost savings
- Fast average response times
- A high number of questions answered through auto chat and live chat
- 31 different languages being used
“Our experience with Futr has been really good. The support that Futr offer is brilliant and it’s a company that’s got a solid roadmap. There’s lots of development going on. It’s not a stagnant solution.”
Gill Hinds
E-commerce and CRO manager, Denby Pottery
