USA: Timberland Expands Online Customer Service System

Timberland, the outdoor apparel and footwear retailer, has chosen eGain Communications to provide the foundation for its online customer service strategy. Timberland has licensed eGain Mail(TM) to permit customer service representatives to process and respond to the increase in customer emails more efficiently."We want to be very accessible to our customers, so we look at this enhancement as the most important online customer service development we've made," said Bill Bragger, customer services manager at Timberland. "Our goal is to respond to customer emails within one business day. eGain Mail will help us reduce processing time by routing emails to the appropriate person and it will help us create better, more consistent responses while ensuring personalised attention to customer inquiries."In 1999 more than 30,000 emails arrived at Timberland. Representatives staffing the company's customer service workstations handle phone inquiries, process incoming mail, and handle all Web-generated correspondences. Incorporating eGain Mail into its customer service offering ensures Timberland is implementing the multi-channel communications strategy recommended by industry experts and analysts."We're honored to have Timberland endorse our customer service software solutions," said Gunjan Sinha, eGain's president. "Today's successful retail strategy begins and ends with customer service."