Hardware World Selects iService to Power Online Support

Share Article

Hardware World, and online retailer of hardware products, is powering their online service function with the iService email response management solution.

iService Logo

iService Provides a Complete Customer Interaction Solution with Powerful Email Response Management.

We trialed several different e-mail response management systems, but ultimately selected iService from One-to-One Service.com. The solution is very flexible and was easy for us to integrate with our existing systems.

Customer service is an important differentiator for retail companies. But for retailers that do a significant amount of business online, it's crucial. Hardware World recognized the importance of online customer service and set out to implement a world-class email response management solution for their website.

"In our world of E-tailing, our competitors are just a click away. Responding to our customers' questions timely and accurately is an important part of our business," said Peter Horadan, President of Hardware World. "We trialed several different e-mail response management systems, but ultimately selected iService from One-to-One Service.com. The solution is very flexible and was easy for us to integrate with our existing systems. But most importantly, our customer service team found it easy and intuitive to use and their support during implementation was great."

Hardware World offers more than 40,000 products and customer questions cover the full range from shipping and order status to special backorder requests. With iService, the company can automatically categorize and queue messages for staff that have the appropriate skills for each question. Customers receive an automated acknowledgment so they know their question is being handled, and service level management features ensure customers get a prompt response.

"We've been in the email response management business for nearly 15 years," said Scott Whitsitt, President of One-to-One Service.com. "iService reflects that experience in its user-interface and configurability. In customer service departments, service representatives need systems that can be used with a minimal amount of training. They're very busy people and can't just stop what they're doing for several days of training. It's important to give them productivity tools and a solution that makes their day easier. I believe that complexity is a major reason for the failure of many CRM solutions today. Keeping the iService platform flexible but easy for agents to use is one of our key design considerations."

About Hardware World
Founded in 2005, Hardware World is your local hardware store on the Internet. The company carries over 40,000 items -- from major tools to hard-to-find-specialty parts. Hardware World specializes in same-day shipping and a huge selection, all supported by excellent customer service: They are rated as "Loved" (the highest rating) on Reseller Ratings and have a 99% positive rating on Amazon.com. Hardware World can be reached on the web at http://www.hardwareworld.com.

About One-to-One Service.com
One-to-One Service.com is a leading provider of web-based email response management and customer interaction software (iService) that is easy to implement and enhances each customer interaction. iService routes and manages customer email inquiries, captures a complete history of every customer interaction, provides a powerful self-help web site, and includes integrated email marketing modules (iCentives®). iService is available as an on-demand or on-premise solution and can be easily integrated with your existing web site.

Formed in 1997, One-to-One Service.com is a veteran in the email response management and eCRM industry. Located in Champaign, Illinois, One-to-One Service.com can be reached at 217.398.MAIL (6245) or on the Web at http://www.1to1service.com.

iService, iCentives, the One-to-One Service.com logo, and the name One-to-One Service.com are registered trademarks of One-to-One Service.com, Inc.
###

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Scott Whitsitt

Joe Nuval