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ME Group Ireland launches new Help Centre and customer service channels
Launched in April, the Help Centre website makes it easy for customers to contact us. Over 6,000 active users accessed the new website in the last financial year.
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New website
We launched our Help Centre website to enhance customer support and streamline refunds, attracting nearly 6,000 active users in the last financial year. New decals with a QR code in our launderettes are expected to increase traffic.
Additionally, we introduced two new contact channels: a chatbot and a WhatsApp for personalised support, offering real-time assistance and reducing wait times.
Key Performance Indicators
We implemented KPIs for our customer service team to enhance accountability and track progress. These metrics set clear goals, enabling the team to provide excellent support while aligning with our business objectives. Our customer service team's hard work achieved record in-house calls and reduced customer care costs.
These are some of our customer service numbers in the 2024 Financial Year.
- 76.38% of calls were handled in-house vs the call centre supplier (Target: 65%)
- 70.5 average CSAT Score for the team (914 submitted)
- 94% Wash.ME overall Reviews Reply Rate
- 3.6 out of 5 stars for Wash.ME reviews
- 88% Photo.ME overall Reviews Reply Rate
- 3.7 out of 5 stars for Photo.ME reviews
- 56% reduction in customer care costs
- 00:02:54 Average in-house call handle time (Target: 00:03:30)
Training
Our customer support agents have undergone thorough TeamViewer training to assist customers while they use our machines. With this training, our agents can remotely access the back office of our automated solutions, enabling them to provide real-time assistance tailored to the customer's needs.
This remote access capability allows for a more efficient support experience, ensuring that issues can be addressed swiftly and effectively, ultimately enhancing the overall user experience.
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