Chief Sales Officer for JJ Foodservice, Baris Kacar, said: “We want to be able to help our customers in a way that’s convenient for them. No more waiting on the phone. We’re at your service with a live team, ready to help – there are no bots here.”
He said the service had been already been available for two weeks and had resulted in a 33% reduction in customer service calls.
“People take longer when they’re speaking on the phone – but Live Chat is quick, efficient and you can use it anywhere.
“Our team is extremely knowledgeable and is dealing with multiple queries at any one time, you cannot do that on the phone. The feature is helping to improve customer satisfaction levels while taking the pressure off the customer service team.”
The Live Chat is managed by a dedicated Digital Customer Care Assistant – a newly created position within the business – as well as other customer service team members.