IKEA Launch Phone Portal to Improve Customer Experience

24th February 2009

Germany: Swedish furniture retailer IKEA has launched a new self-service phone portal designed to improve customer service and reduce service costs in Germany.

The new tool provides IKEA customers with innovative self-service options, including information about the in-stock availability of more than 10,000 articles, a store locator, information on delivery costs and payment details and SMS notification services. The system was developed and integrated by Excelsis and utilises the Voxeo VoiceObjects phone application server and development tools.

IKEA's primary goal was to assure high levels of customer satisfaction through automating common yet simple customer requests. More complex or unique customer requests are transferred quickly to IKEA service agents after basic account information is collated.

Hans Schauer, Manager Service Center IKEA Germany agrees: "This innovative solution is a perfect match for IKEA's philosophy of making everyday life better for people. The new voice portal focuses on the customer's needs, with our customers having access to information on how to shape their personal space- seven days a week, 24 hours a day."