Online fundraising platform improves technology

JustGiving has improved its customer service by introducing a telephony solution from NewVoiceMedia.

JustGiving is now live on ContactWorld for Service with CRM integration, a cloud solution which provides a fast and personalised response, as well as improved overall service and satisfaction levels.

The system has given the company visibility of its entire contact centre operation through in-depth reporting, which offers the business control over its customer experience. Moreover, JustGiving can access a suite of tools including call recording, interactive voice response (IVR) and automatic call distribution.

The cloud technology also allows JustGiving to be much more responsive and flexible to changes in demand, since all agents need is a phone, computer and internet connection, enabling them to work almost anywhere.

“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,” commented Katy Stokes, IT Service Manager at JustGiving. “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.”

“We’re excited to be helping JustGiving deliver customer service excellence to thousands of worthwhile charities and the fundraisers supporting them,” said Jonathan Gale, CEO of NewVoiceMedia. “It’s great to hear how much value ContactWorld is bringing to the business”.