JustGiving, the world's leading online fundraising platform, has boosted customer service levels through deployment of an innovative telephony solution from leading cloud contact centre vendor NewVoiceMedia.
The company is live on ContactWorld for Service with CRM integration, an easy-to-use, true cloud solution which is providing a fast and personalised response and improved overall service and satisfaction levels.
JustGiving now has full visibility of its entire contact centre operation through in-depth reporting, which offers the business complete control over its customer experience. Moreover, it can access a full suite of tools including call recording, interactive voice response (IVR) and automatic call distribution.
As ContactWorld for Service is based in the cloud, the company can now be much more responsive and flexible to changes in demand, since all agents need is a phone, computer and internet connection, enabling them to work anywhere at any time.
Katy Stokes, IT Service Manager at JustGiving, comments, "We aim to give our users the best possible experience when giving online, so being able to recognise callers and deliver a personalised service is invaluable. Providing excellent customer support is so important to us, and with ContactWorld we are handling calls more efficiently and improving the satisfaction of our service users".
Jonathan Gale, CEO of NewVoiceMedia, adds, "We're excited to have JustGiving on board and be helping them deliver customer service excellence to thousands of worthwhile charities and the fundraisers supporting them. It's great to hear how much value ContactWorld is bringing to the business - agents are more empowered and customers are benefitting from a first-class personalised experience, now and in the future".
JustGiving launched in 2001 and has enabled over 21 million people to raise £1.5 billion for over 13,000 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.