How Specsavers Keeps Ecommerce Customer Service Consistent Across Two Countries

Specsavers is a leading eyewear retailer that has been in business for over 30 years. They strive to provide the best value optometry, audiology, and other healthcare services for their customers, with over 1,978 stores across 11 countries and 32,500+ employees worldwide.

Challenge

The team at Specsavers faced the challenge of effectively managing their customer service emails and inquiries across two mailboxes, servicing Australia and New Zealand.

Solution

Specsavers' adoption of Emailgistics streamlined their email management and significantly enhanced customer service efficiency. Features including automatic assignment, reassignment, templates, and robust reporting contributed to a more organized and responsive operation. Amelia A., Ecommerce Customer Service Team Leader at Specsavers, highlighted the smooth onboarding process:

"It was very quick to onboard. The process was great, and it was similar enough to what we've been using previously that the agents didn't require much training, if at all." Amelia A., Ecommerce Customer Service Team Leader

Enhanced Workflow

The workflow transition was straightforward: emails arrive in the team group inbox and are automatically routed to individual team members using Emailgistics' automatic assignment feature.

Email Volume and Time Savings

Specsavers handles a high email volume ranging from 100 to upwards of 800 emails during peak season. The team uses the alerts feature to identify emails that have been sitting for longer than 24 hours, and can easily track which agent each email belongs to.

Templates

Amelia praised the use of templates, citing the search feature as a significant improvement over Outlook templates. The team currently has over 30 templates for common queries, ensuring consistency across both regions.

"It takes 2 minutes to update a template, and it updates for all the agents, so everyone's always using the same updated version." Amelia A.

By leveraging Emailgistics, Specsavers has not only met but exceeded their goals, providing a consistent and efficient customer experience while saving valuable time and resources.

Benefits

Scalable at Peak Volume

Emailgistics handles the unpredictable swings in email volume that come with a large retail operation. With volumes ranging from 100 to over 800 emails per day, automated routing keeps workloads balanced and agents focused — the system scales with demand without manual intervention.

Faster, More Consistent Responses

Over 30 shared templates give every agent access to accurate, approved responses for common queries. Response quality stays consistent regardless of who handles the email, and agents resolve inquiries faster than writing from scratch. A two-minute template update instantly reaches the entire team.

Visibility Across Both Regions

Reporting gives Amelia and the management team visibility into email volumes, response times, and individual workloads across Australia and New Zealand. Alerts surface emails that have been waiting too long, enabling proactive management before SLAs are missed.