Vonage > 实例探究 > 通过 Vonage 联络中心增强客户服务：Wowcher 案例研究

通过 Vonage 联络中心增强客户服务：Wowcher 案例研究

技术

分析与建模 - 实时分析
应用基础设施与中间件 - 数据交换与集成

适用行业

电信

适用功能

采购
销售与市场营销

用例

库存管理
实时定位系统 (RTLS)

服务

系统集成

关于客户

Wowcher 是英国第二大在线优惠券网站，为订户提供无与伦比的优惠。有些客户致电 Wowcher 询问。

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挑战

Wowcher 需要提高顾问的绩效，在销售和客户服务结果之间建立联系，并减少由于首次联系解决率不佳而导致的联系量。

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解决方案

Wowcher 通过 Salesforce 集成实施了 Vonage 联络中心。

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运营影响

The implementation of Vonage Contact Center has resulted in several operational benefits for Wowcher. The company has seen a significant improvement in advisor performance, which has in turn improved the customer experience. The management reporting has been greatly enhanced, supplemented by easy-to-access call recording and post-call IVR customer satisfaction surveys. This has allowed managers to develop the right coaching to support the team of 12 advisors to deliver better customer service. The company has also seen a reduction in average handling time, now standing at less than 240 seconds, against a target of 300 seconds. The easy interface of VCC has also increased advisor engagement numbers. Furthermore, the ability to easily change IVR menus has given Wowcher more flexibility and reduced costs. The system has also enabled Wowcher to offer a call back service for customers, saving the business a significant amount of money.

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数量效益

Call abandonment rate fell to less than 4%
Wowcher is meeting target of answering 90% of calls within 30 seconds
Average number of contacts per caller fell from 2.4 to 1.7

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