When Vertafore’s new head of customer support surveyed the company’s customers, he said he wanted three things: shorter hold times, a better overall experience, and more ways to get in touch.

With NewVoiceMedia, the Vertafore team achieved all three, cementing their spot as a leader in the field. Here’s a short list of some of the benefits that have been realized from this project:

  • In just 7 months, customer satisfaction (CSAT) scores raised from 8.7 to 9.2 out of 10
  • Expanded omni-channel presence, increasing chat instances from 1,000 per quarter to 4000 per quarter
  • While lowering headcount by 20%, average hold time reduced by 125 seconds

To find out more download the Vertafore case study

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