Social finance website, lovemoney.com, has launched a call centre to allow consumers to speak directly with experts on personal finance matters. The new service will be supported by NewVoiceMedia’s cloud-based telephony solution, ContactWorld.
lovemoney.com is a social website designed to help consumers with financial issues, including mortgage advice, insurance and savings. Since its launch, the site has primarily engaged with consumers through online resources, such as editorial content, forum and email. Understanding the sensitive nature of the customer enquiries, lovemoney.com has implemented ContactWorld to provide a more personal channel of engagement, allowing consumers to contact them by phone if they prefer.
Gavriel Magonet, online services director at lovemoney.com, explains: “As a company, we like to position ourselves as the Facebook of finance, and for this reason the majority of our engagement with consumers is online. But it’s clear that some clients value the personal touch.”
“We looked at several on-premise suppliers and other cloud offerings, but none could match up to the flexibility, cost-effectiveness and simplicity that NewVoiceMedia’s hosted solution provides us with,” concludes Magnoet.
Unlike a traditional contact centre, where the hardware can be expensive and take months to implement, ContactWorld is a remote cloud-based system that provides links and call plan intelligence between the caller and agent. lovemoney.com only pays for what it uses, with NewVoiceMedia’s on-demand payment model, providing a flexible approach to future growth.
Paul Turner, COO at NewVoiceMedia, comments: “lovemoney.com is a very exciting company. Although being an online business, it still appreciates the importance of offering the telephone as a means of contact for its customers. The hosted telephony solution is ideal for companies with a limited number of agents, its pay-as-you-go model allows them to add and remove users as appropriate.”