Needle employees, called “Needlers,” are guaranteed to answer 50% of all questions posed via Social Q&A in two hours or less, according to a company press release. The Needlers also will respond to 75% of questions in four hours or less, and 90% within 24 hours.
During a two-month trial period, online dive shop LeisurePro.com tested the joint offering. Overall, the Needlers increased the total volume of questions answered via Social Q&A by 31%. The Needlers also helped improve response rates. Now, 83% of all customer questions are answered within 24 hours.
“Our high commitment to customer service led us to start working with TurnTo and Needle separately,” said Bill Parnes, VP of Marketing at LeisurePro. “But we realized we could increase the value for our business and for our customers by bringing them together. We were pleased after seeing the results of the trial and look forward to moving ahead.”
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