Case Study: Learn how JustGiving integrated telephony with Salesforce and improved their customer support
“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”
Huu Anh Chu, Head of Customer Experience, JustGiving
For JustGiving, customer satisfaction is directly related to call response time. With the implementation of computer telephony integration JustGiving boosted customer satisfaction to 95 percent. They are now able deal with call fluctuations and provide the level of service demanded by callers.
Case Study: Watch and learn how Quitessentially integrated telephony with Salesforce and improved their customer support
“Exceptional service is core to our business and we are constantly striving to deliver worldclass experiences. ContactWorld integrates seamlessly with Salesforce and is helping us to deliver on this vision, as we now offer a consistently personalised service.”
Paul Drummond, Commercial Director and Co-Founder, Quintessentially
With over 60 offices, each with its own private branch exchange, and members who travel constantly, Quintessentially needed a multifunctional global call handling solution. With a Salesforce CTI solution it was able to manage call plans and provide dynamic routing and tailored service across 35 languages for their members.
Case Study: Learn how Ritani integrated telephony with Salesforce and improved their sales operation
“We can gauge changes in sales conversation ratio. Our KPIs mean we can track seasonality, website volumes and other data to forecast future call volumes and make sure we have the right number of agents in place.”
Simon Tam, CTO, Ritani
Ritani is an award-winning luxury jewelry brand with offices in New York and Seattle. While originally founded in 1999 as a designer and manufacturer of engagement rings and fine jewelry, Ritani launched a unique omni-channel experience in 2012. Simon says that more and more customers now start their search for that special ring online, but only 10% actually go through to buy it online. So to drive sales, customer service agents are now on the phone to answer the full range of questions customers might want to ask before they buy one of life’s most treasured possessions.
With cloud-based call centre technology, Ritani improved agents’ sales performance by 30% in less than three months.
Case Study: Learn how Exponential-E integrated telephony with Salesforce and improved their sales operation
“Use of NewVoiceMedia’s ContactWorld for Sales solution has helped to improve the productivity of the delegates in our Sales Academy.”
Chris Yerrill, Academy Sales Manager, Exponential-e
Computer telephony integration helped provide Chris and his management team a much clearer idea of individual agent performances. This included data on the number of calls made, length of conversations with prospects, conversions to meetings and finally eventual conversion rates.