Vonage
Case Studies
Vertafore's Transformation: Enhancing Customer Support with Vonage Omni-Channel Integration
Overview
Vertafore's Transformation: Enhancing Customer Support with Vonage Omni-Channel IntegrationVonage |
Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Middleware, SDKs & Libraries | |
Finance & Insurance | |
Time Sensitive Networking Usage-Based Insurance | |
System Integration | |
Operational Impact
The implementation of Vonage Contact Center for Salesforce with Omni-Channel Integration led to significant operational improvements at Vertafore. The reduction in hold times not only improved customer satisfaction but also revealed that the customer service team was overstaffed, leading to a more efficient allocation of resources. The gamification program and the use of the whisper feature for training helped to raise customer satisfaction scores. The expansion of omni-channel support, particularly chat support, allowed Vertafore to better meet customer needs and preferences for communication channels. Overall, the changes implemented by Vertafore resulted in a more efficient, effective, and customer-centric support department. | |
Quantitative Benefit
Increased customer satisfaction scores from 8.7 to 9.2 out of 10 | |
Reduced average hold time by 125 seconds | |
Expanded chat instances from 1,000 per quarter to between 3,500 and 4,000 | |