Posted inAwards & IP
Eckoh and Ideal Shopping join leading retail organisations to celebrate the positive impact technology is making on customer engagement
Eckoh (AIM: ECK), the global provider of secure payment products and customer contact solutions, and their long-standing client Ideal Shopping Direct (‘Ideal’), attended the Retail Systems Awards ceremony at the Waldorf Hilton in London last night. As a finalist in this year’s Multi-Channel Solution of the Year Award, the teams enjoyed an evening of networking and celebration.
The photo shows (from left to right) David Peck (Ideal), Ed Johnson (Eckoh), Jamie Martin (Ideal), Tony Porter (Eckoh), Ian Offers (Ideal), Jonathan Millard (Eckoh), Lisa Parrott (Eckoh) and Sam Killin (Eckoh).
The submission focused on the journey from Multi-channel to Omnichannel customer engagement, showing how this successful partnership has grown from a simple automated phone service to embracing secure payments, complex call management, upselling and web chat. As a direct result of implementing Eckoh’s technology Ideal were able to increase sales by nearly £2 million in 2018.
The Award seeks to showcase organisations who have implemented a solution that is making a real difference to a retailers’ Multi-Channel operations. Being able to show the seamless customer experience implemented with Ideal was a key element to impressing the judges.
David Peck, Head of Customer Service, Ideal Shopping commented: “We’re delighted that our commitment to delivering real Omnichannel customer service is reaping rewards. Eckoh, with both their payment and engagement solutions, have had a crucial role in helping us to fulfil this vision and it’s a partnership we look forward to continuing well into the future.”
Lisa Parrott, Head of Client Services at Eckoh, commented: “It’s very exciting to demonstrate so clearly how our solutions have not only delivered significant improvement in customer service, but in business performance as well. It’s also testimony to Ideal’s forward-thinking approach that they offer their customers the widest choice of engagement channels and embrace the latest technology. We have been working with Ideal for over a decade and it shows the strength of our partnership that we continue to look for ways to innovate and improve their customer’s experience.”
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