Efficiency has been boosted at the Royal Mail's call centre since its new web-based customer serviced debuted earlier this summer.
The Ask Sarah service aims to reduce the number of emails and calls received by the contact centre by providing visitors to the postal service's website with immediate answers, bcs.org reported.
Since the service launched, email queries have been reduced by nearly one-half, while there has also been a significant reduction in routine calls to the Royal Mail's contact centre.
According to the Royal Mail's digital operations manager, Stephen Mitchell, the Ask Sarah service is an "easy to use, approachable way for getting immediate answers to questions whatever your technical ability".
ContactCenterWorld reported that the Ask Sarah program works by analysing customer searchers on a daily basis and adjusting content to meet consumer demands and queries. The service is often updated for holiday occasions - such as Christmas posting dates - as such queries become popular at specific times during the year.
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