As part of wider plans to increase customer satisfaction, Superdrug has changed customer service provider, moving to FM Outsource in Bury, Greater Manchester. The contact centre, which began working with Superdrug earlier this month, will use a technology focus to bring faster support to customers and provide more customer service options.
Superdrug has transformed its customer service in recent years, and was recently named a Which? Recommended Provider online retailer for personal care, beauty and wellbeing.
FM Outsource is bringing a new customer service communication platform to Superdrug – Gnatta. It works as a central hub for the customer care team, which all other systems (for instance delivery and order management software) can connect to. This means advisors can see up-to-date details relevant to a customer’s query in one place.
Sally Chandler, CEO of FM Outsource, said: “We’re really excited to be working with a household name like Superdrug. We’ve worked on quite a few transformation projects, but this is the most exciting one so far. Customer service is a bit of a melting iceberg – customers often want to find their own solution rather than contact a brand. When they do have to talk to a brand, the expectation they have is much higher. We’re looking forward to bringing our expertise to the table to help give Superdrug’s customers a great experience.”
Gemma Mason, Superdrug Head of Customer Service comments: “Giving our customers excellent service is paramount in stores and our after care needs to reflect these high standards. We are confident that our new partnership will use the latest technology to ensure that customers continue to receive the best possible service.”