JustGiving raises the bar for global customer support with NewVoiceMedia
NewVoiceMedia, a leading global provider of omni-channel cloud customer contact technology, today announced that JustGiving, the world’s social platform for giving, has achieved 95 percent customer satisfaction¹ internationally through deployment of its ContactWorld technology.
NewVoiceMedia’s ContactWorld for Service solution, built on the Salesforce1 Platform, has enabled JustGiving to offer customers in more than 160 countries a fast and personalized response. With emphasis on ‘the human touch’, JustGiving ensures customers benefit from the same unique experience when they call as they do when they’re online – no matter what their location. And with a new team in Sydney and ongoing expansion in the Asia-Pacific region, the solution, which can be scaled at any time in response to customer demand, has helped the company to grow its services internationally.
JustGiving is benefiting from state-of-the-art functionality and the ability to easily manage different languages and multiple time zones. Real-time dashboards and extensive reporting enable the business to forecast peaks throughout the year, and visibility into call volume, duration and success rates help advisors reduce call queues and abandon rates around the world, which is vital in ensuring customers receive a consistently outstanding service. Moreover, as ContactWorld for Service is based in the cloud, the company can be much more responsive and flexible to changes in demand, since all agents need is a phone and internet connection, enabling them to work anywhere at any time. New advisors can be added immediately, helping JustGiving manage variations in contact volume.
ContactWorld has also played a key role in employee satisfaction due to its seamless integration with Salesforce and features such as ‘whispers’ to announce call information, ‘popped’ customer details and one-click calling functionality. Managers can also change IVR menus easily and as often as necessary, meaning new messages can be created instantly around emergency appeals. JustGiving also benefits from easy call recording, which gives a meaningful insight into performance and helps the company train and develop its advisors.
Huu Anh Chu, head of customer experience at JustGiving, comments, “We wanted a feature-rich solution that integrated with Salesforce’s platform and would enable us to scale rapidly internationally. Thanks to ContactWorld, we have significantly improved our customer experience, and as we have effectively outsourced a lot of the technical support that our old system required to NewVoiceMedia, we can concentrate on what we do best – helping people raise more money for the great causes they care about.”
Jonathan Gale, CEO of NewVoiceMedia, adds, “We are extremely pleased to have helped JustGiving deliver excellent service to thousands of worthwhile charities and the fundraisers supporting them. As JustGiving operates in more than 160 countries, a true cloud solution is ideal for delivery of an integrated and consistent level of service. ContactWorld is also scalable as the business grows, without the headache of integration, upgrades and maintenance. The company has more control over its customer experience than ever before and we're delighted that it has transformed its service while increasing agent satisfaction.”
JustGiving launched in 2001 and has enabled over 22 million people to raise $3.3 billion for thousands of charities and causes in radically new ways. Through online and mobile, the company brings the best that technology has to offer to charities worldwide, meaning more charities recommend JustGiving than any other online fundraising platform.
¹ Based on post-contact customer satisfaction survey issued by JustGiving to assess quality of each interaction.
For further information, download the case study.