People’s Postcode Lottery hits the customer service jackpot

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People’s Postcode Lottery, Britain’s charity lottery, is increasing sales and delivering improved customer service through the use of new multi-channel customer interaction software.

Visitors to the company’s website can now get immediate online assistance from a customer service agent through Live Chat software, which has increased sales page conversion from 5.5% to 18.5% in just two months. Email management is now enabling the company to provide faster answers to the 1,500 customer emails it receives every week, which helps grow player numbers and, in turn, raise the amount for charity.

People’s Postcode Lottery is part of the world’s third-largest private funder. Collectively, the five lotteries founded by Novamedia have raised over £5.4 billion for charity and good causes. Here in Great Britain, players of People’s Postcode Lottery have raised over £19.1 million. Playing with their postcodes to win cash prizes while raising money for good causes in their area, 40p from every £2 ticket goes to charity.

“People’s Postcode Lottery is unique,” said Chris Heijdenrijk, Head of Customer Experience, People’s Postcode Lottery. “It provides a fun way to raise money for local good causes, wherever you are in Great Britain. Working with Eptica enables us to help our players, be responsive to their needs and, in turn, raise more for charities and good causes.”

Service has been improved by underpinning its interactions with players, whether they choose to make contact through chat or email. Web chat provides proactive, real-time assistance to those looking to sign up to play as well as instant answers to their questions. Players are using email to change their details, inquire about their winnings and even to sign up for additional tickets.

Author: Jo Robinson

Published On: 8th Aug 2012 - Last modified: 22nd Mar 2017
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