NewVoiceMedia’s leading cloud contact centre technology has helped SureFlap reach the final in the ‘Best eCommerce Customer Service’ category of the eCommerce Awards for Excellence 2014.

SureFlap, the leading provider of smart pet doors, is delivering exceptional in-house customer service with NewVoiceMedia’s true cloud solution ContactWorld for Service. The technology, which integrates with Salesforce, has enabled the company to offer a completely unique and personalised experience to thousands of customers across Europe, with the company now reporting a Net Promoter Score (NPS) of 97 percent.

SureFlap benefits from immediate access to a customer’s entire history of interactions from one screen, the ability to manage multiple languages and easy call recording, which has helped the company to train and develop its advisors. Customer service consultants are also able to make calls directly from within Salesforce with the click-to-dial function, saving time and improving call connections.

Sarah Metcalfe, Customer Service Manager at SureFlap, comments, “We are delighted to have been shortlisted for the Best eCommerce Customer Service AwardExcellent service is paramount to a successful business, and by moving to the cloud, we’ve been able to offer our customers a completely personalised experience, regardless of location, considerably improving customer satisfaction”.

Jonathan Gale, CEO of NewVoiceMedia, adds, “The eCommerce Awards for Excellence celebrates achievement and success in the ecommerce industry, so we are extremely pleased that SureFlap’s commitment to enhancing its customer experience has been recognised by the judges. As ContactWorld has intelligent routing at the heart of it, SureFlap has been able to offer its global customer base, a unique, joined up and personalised service which has greatly improved satisfaction rates. We look forward to hearing what the judging panel has to say about our joint efforts”.


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The Awards will take place at a ceremony in London on 1 October 2014.

Find out more about how SureFlap has enhanced its customer experience by downloading the new case study.