Wowcher Transforms Customer Experience

Wowcher has improved its customer experience with a NewVoiceMedia solution. 

ContactWorld for Service is helping the UK’s second largest daily deals website to successfully resolve over 150,000 inbound and 40,000 outbound calls a year, while improving both first contact resolution and customer satisfaction.

The cloud technology offers real-time reporting and analytics, which has provided Wowcher with data on contact volumes, advisor performance and customer experience.

This insight has enabled the company to improve business and contact centre processes, IVR menus and the performance of individual advisors.

As a result, call abandonment has fallen to less than 4% and the company is meeting its target of answering 90% of calls within 30 seconds. Furthermore, average handling time has been reduced and employee satisfaction has leapt to 91%.

ContactWorld for Service has played a key role in employee satisfaction due to its integration with Salesforce and features such as ‘whispers’ to announce call information, ‘popped’ customer details and one-click calling functionality.

Wowcher can also change IVR menus as often as necessary, meaning new messages can be created instantly about popular products. The company has been able to fully resolve 25% of calls using ContactWorld for Service IVR.

“We’re pleased to have improved first contact resolution and our customers now benefit from a completely unique, personalised experience every time they call,” said Samantha Tomlinson, Head of Customer Service at Wowcher.

“We’re thrilled that our integration capabilities and scalable technology is helping Wowcher deliver exceptional customer service, while also improving advisor performance and the quality of its business information,” said Jonathan Gale, CEO of NewVoiceMedia.

For more information about NewVoiceMedia, visit their website.