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Vonage > Case Studies > Improving Customer Service with IoT: A Case Study on Wowcher and Vonage Contact Center

Improving Customer Service with IoT: A Case Study on Wowcher and Vonage Contact Center

Technology Category

Analytics & Modeling - Real Time Analytics
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Telecommunications

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Inventory Management
Real-Time Location System (RTLS)

Services

System Integration

The Challenge

Wowcher, the UK’s second largest online vouchering website, was facing several challenges in its customer service department. The performance of their advisors needed improvement, and there was a lack of connection between sales and customer service outcomes. The company was also dealing with high contact volumes due to poor first contact resolution. The purchase process for Wowcher is primarily online or via mobile apps, but some customers still preferred to call with queries. This led to an overwhelming number of inbound and outbound calls, with over 150,000 inbound and 40,000 outbound calls a year. The company needed a solution that would not only improve advisor performance but also enhance the quality of business information and ultimately deliver a better customer service experience.

About The Customer

Wowcher is the UK’s second largest online vouchering website and is part of DMG Media, the owners of the Daily Mail and Metro. The company takes advantage of group or bulk buying to offer unbeatable deals to subscribers. The purchase process is primarily online or via mobile apps, but some customers still prefer to call with queries. The company was dealing with over 150,000 inbound and 40,000 outbound calls a year, which led to the need for a solution that could handle this volume while improving customer service.

The Solution

Wowcher decided to invest in Vonage Contact Center (VCC) with Salesforce Integration after extensive research by its Head of Operations, Julian Boardman. The integration offered by VCC was seen as a way to improve advisor management, the quality of business information, and ultimately deliver a better customer service experience. The benefits of VCC included custom, real-time reporting and analytics, which enabled Wowcher to improve its business and contact center processes, IVR menus, and the performance of individual advisors. The system also provided custom reports featuring real-time data such as contact volumes for the single contact number, call abandonment and IVR usage, advisor performance, and customer experience. Additionally, the VCC system allowed Wowcher to easily change interactive voice response (IVR) menus, reducing costs and increasing flexibility.

Operational Impact

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.

Quantitative Benefit