JJ Foodservice has launched a live chat function on its website and app to offer real-time customer service support.
The company said the service, which has been available for two weeks, has already resulted in a 33% reduction in calls to customer service.
“People take longer when they’re speaking on the phone, but live chat is quick, efficient and you can use it anywhere,” said JJ Foodservice chief sales officer Baris Kacar.
The live chat feature is being managed by members of the customer service team, as well as a dedicated digital customer care assistant in a newly created role.
“Our team are extremely knowledgeable and are 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,” Kacar continued.
It comes as JJ Foodservice has launched a variety of additional online features for customers, including an advanced order service and a new blog for chefs.
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