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Freshworks and PCI Pal partner to futureproof omnichannel payment security for Bensons for Beds

Following a review and upgrade of its UK contact center infrastructure, British bed manufacturer and retailer Bensons For Beds has moved to Freshdesk from Freshworks, and added to its existing PCI Pal® deployment by integrating PCI Pal Digital to enable a true omnichannel secure payment solution. This includes the ability to take customer payments across multiple digital engagement channels, including telephone, live chat, email and social media.

In a major upgrade project, the retailer selected Freshdesk as its contact center platform, and integrated PCI Pal Digital. In doing so, it provides Bensons For Beds with a cloud-based customer support platform that enables its 100 contact center agents to interact with customers via their preferred communication method.

Laurence Hendy, Head of Applications and Service Delivery at Bensons for Beds said: “Our aim is to provide a strong omnichannel customer service, as such we undertook a review of our customer support software to ensure the contact center is future-proofed. It is important for us to not only support telephone enquiries but also live chat, email and social media, so we can respond to customers via their preferred channel. We therefore took the decision to upgrade our contact center platform to Freshdesk from Freshworks.”

As an organisation, Bensons For Beds has been using the PCI Pal Agent Assist solution for several years, where it sat as the foundation of its payment compliance process. Having decided to change CX technology vendor, the retailer wanted to remain with PCI Pal for its payment security.

Laurence Hendy adds: “The key success of this project was the seamless way we were able to switch from one infrastructure provider to the other without interruption to our PCI Pal services. No reduction in security or compliance, and without too much change for our team.

“The project has been a success; our agents continue to handle several hundred payments over the phone each week, and no matter whether they are at home or in our HQ, we have complete assurance that the transaction is safe, secure and is in compliance with the PCI DSS.”

Bensons for Beds is a British bed retailer, selling a diverse range of beds, mattresses and bedroom furniture across its 170+ stores, online and via a telesales team.

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