Pertemps, the recruitment agency, is using technology from NetRep to collect feedback from visitors to its website - and improve customer service. The solution allows staff to monitor activity on the site, to make instant contact with online visitors, and to conduct on-screen real-time conversations.
“Too many sites are designed without any input from the people who are actually going to be using them,” said Tim Jones, Pertemps marketing manager. “We will be able to watch our visitors as they move around the site, see which areas appeal and which ones don’t. Our staff will contact site visitors to gather personal feedback, and this information is going to be invaluable as we develop the ultimate recruitment site.”
The feedback captured by NetRep will influence the content, design and layout of the new-look site, identifying the most successful aspects and discovering how customers want it to be developed. The Pertemps website is due to be relaunched in January 2001.
NetRep’s aim is to help Pertemps bring Internet customer service in line with the service already available from its high street branches.
“NetRep gives Pertemps the ability to treat online customers as individuals and to understand their exact needs,” said Mike Smithson, managing director of NetRep. “The site is manned by a team who can instantly answer visitors queries, and can also gain that all-important customer feedback.”
NetRep is based in Swindon, UK.