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Vertafore Transcends Customer Support Industry Benchmarks with Vonagea??s NewVoiceMedia Contact Center Solution

Vonage (NYSE:VG), a global business cloud communications leader, today
announced that national insurance software services provider VertaforeA®
has realized shorter hold times for its customers, additional means of
communication and a better overall customer experience, since
implementing the NewVoiceMedia (NVM) solution. The NVM solution is used
by enterprises for their contact center and inside sales needs.


Established in 1969, Vertafore
has been leading the way for the insurance distribution channel for 50
years, providing exceptional service and powerful technology for its
customers. With the largest customer base in the industry, the company
has consistently held significant market share, revenues have been
healthy and customer satisfaction scores have regularly come in at a
solid 8.7 out of 10.


One of Vertaforea??s key principles is "Customer Success is our Success,a??
and its goal is to apply that value to every facet of the company. In
January 2018, Vertafore set out to improve its customer support function
to take its customer experience to the next level. Findings from a
customer survey helped form three objectives: reduce call times, raise
customer satisfaction scores (CSATs) and expand omni-channel
capabilities. With the NVM solution, the Vertafore team achieved all
three, cementing its position as a market leader.


Call data available through the NVM solution revealed that customer hold
times were an area for improvement for Vertafore. By assigning manpower
where it was in demand, hold times improved fourfold, now hovering
between just 35 and 40 seconds. NVMa??s gamification capabilities also
helped motivate customer service reps on the front line and focus
attention squarely on customer satisfaction, thus increasing CSAT scores
from 8.7 to 9.2 out of 10 in just seven months. Additionally, the
company has expanded its omni-channel presence with the NVM solution and
is now able to run multiple chat sessions and answer calls at the same
time. This ability has streamlined the customer journey by engaging with
customers in real-time, via the channel they prefer. In fact,
Vertaforea??s chat interactions have increased from 1,000 to 4,000 per
quarter.


"We are an organization fully committed to running on the principle that
a??customer success is our successa??,a?? Steve Cox, Vertaforea??s VP of
Customer Support says. "Vonage has proven to be the right partner for us
in our pursuit of improving and enhancing customer experience,
increasing efficiency and empowering our team as we create more
opportunities to succeed. Equipped with the smartest technology and a
thoughtful partner by our side, we are ready to thrill customers and
drive our business forward.a??
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