21st September 2012
Leading, trade-only supplier of corrugated packaging and materials Smurfit Kappa Cor-Trade has introduced its first real-time, web-based live chat to its spectrum of unique service offerings.
Available between 9-5pm daily, specialist Cor-Trade agents are available at the click of a button to answer queries, offer advice and direct customers to relevant areas of the website and to gain access to the complete range of Smurfit Kappa products and services.
This new initiative by Cor-Trade comes soon after the success of the free to use, online Corrugated Box Calculator, allowing users to refine their packaging specification by calculating, in real time, the minimum number of cartons that can be ordered or the exact amount of sheet required to achieve a set number of cartons.
With a focus on engaging customers and enhancing customer experience, the newly developed live chat service is designed to simplify customer interaction with the Cor-Trade website and streamline the communication channel between customers and the business.
Mark Richards, Sales and Marketing Director, Smurfit Kappa Cor-Trade comments “the new live chat service is designed to abridge the gap between customers browsing the site and the highly trained specialists at Cor-Trade who have the knowledge and expertise to answer both simple and complex queries. The live chat service means that customers don’t have to endure the perceived hassle of a telephone call for the simplest of questions.”
The online web chat doesn’t require any form of registration, is available across the entire site, located in the vertical navigation bar and is also available on mobile devices for remote browsing.
Servicing agents have the ability to transfer customers to sector specialists dependant upon the line of enquiry and a transcript of the ‘chat’ can be sent out via email.
Working in real-time the servicing agents have the ability to monitor the customers browsing location on the site, and can send URL links, images and downloads to the customer instantly via the chat window, optimising the customer experience.
Out of hours, customers can email the live chat team with their query, to be picked up and dealt with during office hours.
Mark Richards explains, “We hope this new service will help to affirm our position in the market as the leading supplier for service and will widen our commitment to adding value to our trade customers’ businesses through simplifying the supply chain.”
Cor-Trade’s live chat service is available now at www.cor-trade.co.uk
Smurfit Kappa operates in more than 30 countries globally, with over 330 production sites that produce 5.1 million tonnes of containerboard and 5.0 million tonnes of corrugated packaging. With sales in 2011 of €7.4 billion and around 38,000 employees, Smurfit Kappa is a focused player in paper-based packaging.
Smurfit Kappa is the European leader in innovative packaging solutions with the broadest portfolio of possibilities, in order to pack, protect, display and promote our clients' products in a sustainable, safe, creative and effective way.
Smurfit Kappa Cor-Trade
Smurfit Kappa Cor-Trade specialises in the manufacture and supply of corrugated packaging and materials direct to the trade industry.
It is part of the Smurfit Kappa UK network of facilities, which offers integrated, innovative and cost effective packaging solutions to all products and market sectors.
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