Shopping catalogues transformed to a digital customer service tool for contact centres

Shop Direct Group (SDG), an online and home shopping retailer, selects CDMS to produce searchable digital catalogues for their contact centres.

SDG is renowned for its commitment to customer care and with a business model based on distance selling, it is vital to deliver customer service to a high standard when a customer gets in contact. Contact centres are therefore important links with the customer. With an impressive one in three households in the UK owning one or more of SDG’s catalogues (Autum/Winter and Spring/Summer issues), the centres needed to have numerous copies of the catalogues across all the company’s brands.

Since using Virtual Books, SDG has seen numerous benefits in contact centre service provision. The greatest impact has been on the ease of providing relevant information to the customer. CSRs are now able to access the relevant page in real time without having to leave the customer on hold or schedule a call back in order to find a hard copy publication.