Vonage
Case Studies
Improving Customer Service with IoT: A Case Study on Wowcher and Vonage Contact Center
Overview
Improving Customer Service with IoT: A Case Study on Wowcher and Vonage Contact CenterVonage |
Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration | |
Telecommunications | |
Procurement Sales & Marketing | |
Inventory Management Real-Time Location System (RTLS) | |
System Integration | |
Operational Impact
The implementation of Vonage Contact Center has resulted in several operational benefits for Wowcher. The company has seen a significant improvement in advisor performance, which has in turn improved the customer experience. The management reporting has been greatly enhanced, supplemented by easy-to-access call recording and post-call IVR customer satisfaction surveys. This has allowed managers to develop the right coaching to support the team of 12 advisors to deliver better customer service. The company has also seen a reduction in average handling time, now standing at less than 240 seconds, against a target of 300 seconds. The easy interface of VCC has also increased advisor engagement numbers. Furthermore, the ability to easily change IVR menus has given Wowcher more flexibility and reduced costs. The system has also enabled Wowcher to offer a call back service for customers, saving the business a significant amount of money. | |
Quantitative Benefit
Call abandonment rate fell to less than 4% | |
Wowcher is meeting target of answering 90% of calls within 30 seconds | |
Average number of contacts per caller fell from 2.4 to 1.7 | |