Comet Standardizes on SpeechStorm to Deliver Speech Self-Service

One of the United Kingdom’s largest electronics retailers, Comet, has standardized on SpeechStorm’s speech solutions to offer a more efficient and personalized customer service experience.
 
Comet was recently placed within the Top 50 Call Centers for Customer Service. This dedication to the customer and continuously improving service levels underpinned Comet’s search for a speech solutions partner; a search that began in 2008.

Simon Parkinson, general manager of customer information at Comet, launched the search for a phone self-service provider to help deliver speech self-service solutions. "We are continually searching for new ways to provide better customer service by enabling our customers to self-serve where appropriate and putting further investment into areas where our customers need more time and care," he said. "Speech self-service is a powerful technology that will help us to realize that vision, and SpeechStorm is at the forefront of the market in its experience and expertise in developing and delivering speech self-service solutions."

Comet selected two initial applications from SpeechStorm’s speech self-service technology suite, namely Store Locator and Delivery Enquiry.  Customers trying to locate their nearest Comet store will now quickly be given the information by the new speech service and offered a text message confirmation. Customers calling to check on deliveries will have their details dynamically checked with Comet’s internal order system; their order details confirmed, and receive a verbal confirmation as to when the order will be delivered.  These enquiries, which generate around 175,000 calls a year, will give customers access to the information they require in a fraction of the time and they will still have the option to be transferred to a live agent if needed.  Meanwhile Comet can invest more time in customer-care calls or calls that simply need more time and attention.

To monitor the caller experience throughout the launch of the applications, Comet will be undertaking extensive customer surveys; listening, tracking, and making changes as needed.  Customers will be surveyed by phone and email to assess their experience and the service will be continually tuned in response to this feedback.

"Comet is committed to providing first-class service to its customers and we are delighted to help them realize that vision," commented Oliver Lennon, CEO of SpeechStorm. "We have a rich portfolio of phone self-service solutions, and we will work closely with Comet to deliver the right blend to achieve their customer care goals."