Wowcher, the UK’s second largest daily deals website, has transformed its customer experience with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The company is using the technology to successfully resolve over 150,000 inbound and 40,000 outbound calls a year, while improving both first contact resolution and customer satisfaction.
Wowcher began trading in October 2011 and swiftly rose to become the second largest daily deals website in the UK. Part of DMG Media (owners of the Daily Mail and Metro), it takes advantage of group or bulk buying to offer unbeatable deals to its subscriber base, notably affluent, urban females. The purchase process is online, via desktop, mobile, tablets or apps.
In 2013, Wowcher selected NewVoiceMedia’s solution ContactWorld for Service with Salesforce integration, to improve customer advisor management, the quality of business information and ultimately to deliver a better customer service experience.
The cloud technology offers real-time reporting and analytics, which has provided Wowcher with data on contact volumes, advisor performance and customer experience. This insight has enabled the company to improve business and contact centre processes, IVR menus and the performance of individual advisors. As a result, call abandonment has fallen to less than four percent and Wowcher is meeting its target of answering 90% of calls within 30 seconds. Furthermore, average handling time has been reduced and employee satisfaction has leapt to 91%.
ContactWorld for Service has played a key role in Wowcher’s 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. Wowcher can also change IVR menus easily and as often as necessary, meaning new messages can be created instantly about popular products. The company has been able to fully resolve 25 percent of calls using ContactWorld for Service IVR.
Samantha Tomlinson, Head of Customer Service at Wowcher, comments, “Whilst there is still work to do, NewVoiceMedia’s ContactWorld solution has revolutionised our customer service efficiency and helped us create a great place to work, with 91 percent advisor satisfaction. We’re pleased to have improved first contact resolution and our customers now benefit from a completely unique, personalised experience every time they call. As a cloud solution, ContactWorld can scale as our business grows and users are able to log into the same system from wherever they are, meaning our staff can work from any location – great for disaster recovery planning and enabling home working”.
Jonathan Gale, CEO of NewVoiceMedia, comments, “We’re delighted that Wowcher has made such significant improvements since deploying ContactWorld. The company recognises that its customers expect an excellent experience every time, and has implemented a new customer focus strategy with cloud contact centre technology. We’re thrilled that our integration capabilities and scalable technology is helping Wowcher deliver exceptional customer service, while also improving advisor performance and the quality of its business information”.