Wowcher, the UK’s second largest daily deals website, has transformed its customer experience with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The company is using the technology to successfully resolve over 150,000 inbound and 40,000 outbound calls a year, while improving both first contact resolution and customer satisfaction.
Wowcher selected NewVoiceMedia’s solution ContactWorld for Service with Salesforce integration, to improve customer advisor management, the quality of business information and ultimately to deliver a better customer service experience.
The cloud technology offers real-time reporting and analytics, which has provided Wowcher with data on contact volumes, advisor performance and customer experience. This insight has enabled the company to improve business and contact centre processes, IVR menus and the performance of individual advisors. As a result, call abandonment has fallen to less than four percent and Wowcher is meeting its target of answering 90% of calls within 30 seconds. Furthermore, average handling time has been reduced and employee satisfaction has leapt to 91%.
Check out the new video at newvoicemedia.com to see Samantha Tomlinson and Julian Boardman explain how Wowcher has transformed its customer experience with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service, with Salesforce integration.