OUR WORK WITH VERTAFORE
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