NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, today announced that SponsoredLinX has transformed its customer experience with ContactWorld for Service.
SponsoredLinX helps over 2,500 clients achieve online success by increasing website traffic, improving lead conversion rates and aiding customer retention. With offices in five cities across Australia, a new operation in New Zealand and plans to open another office in the US, the search marketing agency is fast becoming a global player.
Seeking to stand out in a highly competitive market, SponsoredLinX sought to transform its contact centre to provide customers with a unique experience. With a legacy on-premise PBX system and no Salesforce integration, agents and managers had to spend time on unproductive activities, customers could not be easily directed to the most appropriate agent and call handling was inefficient. Furthermore, maintaining its on-premise hardware left the company open to unnecessary system and disaster recovery risks. With call volumes growing by 30 percent per annum, these shortcomings were holding back the business.
NewVoiceMedia’s cloud technology ContactWorld for Service offered the answer for the 49 client managers and four team leaders at SponsoredLinX. With its seamless Salesforce integration, enhanced reporting capabilities, and ability to provide customers with a far superior experience, NewVoiceMedia was able to provide a comprehensive solution to the business’s challenges.
With ContactWorld, SponsoredLinX has been able to offer customers a completely unique and personalised experience. As well as benefiting from immediate access to a customer’s entire history of interactions from one screen, incoming calls are intelligently routed based on Salesforce data, meaning they can be handled by specialised client managers who can deal with ongoing work quickly and competently, improving handling time and customer satisfaction. The platform’s real-time reporting, analytics and call recording functionality offer complete visibility of contact volumes, advisor performance and customer experience, enabling the business to improve processes such as workforce scheduling and the performance of individual advisors to ensure the company continues to offer the best possible experience to customers.
With ContactWorld’s 'click-to-dial' feature, SponsoredLinX is also able to make outbound calls to clients directly from within Salesforce – delivering significant efficiency improvements while reducing dialling errors. Customer records are then automatically updated, meaning there is a complete history of interactions.
ContactWorld also meets the company’s requirements for a solution that can be customised in response to changing business needs. NewVoiceMedia will form a large part of SponsoredLinX’s plans to expand across the Pacific to New Zealand and the US, as the technology ensures complete flexibility and scalability, enabling new functionality and consultants to be added in minutes. Agents can also log into the same system wherever they are as all they need is a phone and internet connection, meaning they can work from multiple locations as required.
William Zhang, IT Manager at SponsoredLinX comments, “Our previous contact centre system was slow, inefficient and didn’t integrate with Salesforce, meaning we couldn’t provide the unique and personalised customer experience that we know is so critical to a company’s success. With features such as intelligent call-routing, screen-pops, click-to-dial and detailed reporting, NewVoiceMedia’s ContactWorld solution has enabled us to completely transform the experience for both customers and agents, and is really helping us to stand out in the market”.
Jonathan Gale, CEO, NewVoiceMedia, comments, "We’re delighted to see how significantly SponsoredLinX has been able to improve its customer experience with ContactWorld and Salesforce. As our technology is completely flexible and scalable, it will also continue to support the business throughout its rapid growth in Asia Pacific and the US; while reducing its capital investments".