VoiceSage teams up with Expolink to relieve the customer service burden
Partnership will help firms cope with large call volumes at peak activity periods such as Christmas.
VoiceSage has announced a new partnership with contact centre management company Expolink, in order to help organisations in the retail and logistics sectors reduce customer service costs and improve the efficiency of their contact centre operations.
Expolink, which provides inbound customer support for a large number of companies, including retailers and mail order firms, will now be offering VoiceSage’s Customer Contact product to both existing and potential clients, to raise the standard of their outbound support. These organisations typically incur high customer service costs for outreach regarding stock problems, payment errors, or delivery confirmations, either because these require physical mailouts or the deployment of additional staff to telephone large numbers of customers.
VoiceSage’s solutions allow businesses to automate routine outbound calls and significantly increase the number of customers who are successfully reached, improving satisfaction rates and reducing the likelihood of failed deliveries. Under the new partnership, Expolink will handle initial customer calls – for example, brochure requests, ordering and general enquiries. VoiceSage’s solutions can then be used to automate the follow-up outreach, freeing up human agents to handle specific enquiries and focus on higher-value activities.
Furthermore, VoiceSage Customer Contact does not forfeit personalisation, as outbound messages can be customised with recipients’ names, address, order information, delivery times or any other specific details if required. In this way, it can help businesses to improve productivity, reduce costs and optimise the deployment of customer service personnel and resources, by directing only those customers who require additional assistance to human agents.
“As a provider of outsourced call-handling, we work hard to deliver a high standard of service from the off, but we have found that a number of our clients have struggled to cope with call volumes once these orders are handed back to them,” said David Crook, chairman of Expolink. “Using VoiceSage, our clients can relieve the pressure on their agents and greatly increase the number of customers they reach – this is particularly crucial during peak activity periods where there could be thousands of orders to process each day.”
Going forward, Expolink is also investigating possible VoiceSage integration with its own contact centre software solutions, which are primarily sold into public sector and local government organisations.
“In the run up to Christmas, firms face the dual challenge of ensuring they can take as many orders as possible, while also ensuring that these orders are properly processed and any problems resolved at speed,” said Mark Oppermann, business development director at VoiceSage. “By deploying Expolink and VoiceSage’s services, these companies can optimise sales efficiency and meet customer expectations regarding follow-up support, helping to forge successful relationships for the year ahead.”
