By Samantha Tomlinson, Head of Customer Service
Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now just days away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how Wowcher has transformed its customer experience.
At Wowcher, we recognise that our customers expect an excellent experience every time. We listen to their feedback and are continually looking at ways to further enhance it. Therefore, in 2013 we implemented NewVoiceMedia’s cloud contact centre solution ContactWorld for Service with Salesforce integration, to improve our customer advisor management, the quality of our business information and ultimately to deliver a better customer service experience.
At Expo, I’ll be talking more about why we decided to implement the technology, our previous telephony solution, the challenges we’ve faced, and how we are using ContactWorld to successfully resolve over 150,000 inbound and 40,000 outbound calls a year, while improving both first contact resolution and customer satisfaction. Among the results, call abandonment has fallen to less than four percent and we’re meeting our target of answering 90% of calls within 30 seconds. Average handling time has also been reduced and employee satisfaction has leapt to 91%.
Whilst there is still work to do, NewVoiceMedia’s ContactWorld has revolutionised our customer service efficiency, helped us create a great place to work and reduced our costs. Our customers now benefit from a completely unique, personalised experience every time they call.
To find out more, Watch the video below and download our case study. Then make sure you’re registered to attend Customer Contact Expo and I look forward to seeing you at my session on 1 & 2 October at 1pm in the new Speaker Theatre on the Networking Bar.