UK-based online fashion retailer N Brown Group has extended its alliance with enterprise software solutions provider Nice.
With the extended partnership, N Brown Group intends to offer an enhanced customer experience by expanding the application of Nice’s Total Voice of the Customer (VOC) solution.
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With brands such as JD Williams, Simply Be and Jacamo, N Brown Group focuses on customer service, product and delivery.
The Total VOC solution allows the retailer to evaluate customer calls, chats and emails.
N Brown Group customer service operations head Scott Barker said: “The Nice solution plays a critical role in our ‘Fit for the Future’ CX improvement programme.
"Voice of the Customer is an important catalyst for improving customer service, especially as our business moves more online and streamlines for greater efficiency.
"Nice Total VOC is the anchor for our customer-centric initiative, and will help our organisation align at all levels to ensure that our colleagues are acting on the insight received.”
The retailer has an insight team, which provides suggestions to improve customer experience based on feedback given during the evaluation.
Nice EMEA president John O’Hara said: “Our Voice of the Customer solutions continue to evolve to address the needs of leading retailers worldwide, and the recent expansion with N Brown Group further shows that Nice’s innovative technologies are a differentiator in the marketplace when it comes to CX success.”
With more than 2,600 employees, N Brown Group offers clothing, footwear and homeware.
More than 22,000 organisations worldwide utilise Nice solutions to improve customer service, ensure compliance, avoid fraud and safeguard citizens.
