NewVoiceMedia, the leading cloud contact centre vendor, has helped Wowcher reach the final in the ‘Best eCommerce Customer Service’ category of the eCommerce Awards for Excellence 2014.
Wowcher, the UK’s second largest daily deals website, has transformed its customer experience with NewVoiceMedia’s innovative true cloud solution ContactWorld for Service. The company is using the technology to successfully resolve over 150,000 inbound and 40,000 outbound calls a year and, since deployment, has improved customer advisor management, the quality of its business information and ultimately delivered a better customer service experience.
Wowcher has reduced its average handling time, call abandonment has fallen to less than four percent and the company has been able to fully resolve 25 percent of calls using ContactWorld for Service IVR. Employee satisfaction has also leapt to 91%.
Jonathan Gale, CEO of NewVoiceMedia, comments: “The eCommerce Awards for Excellence celebrates the achievements of inspirational businesses that are raising the bar, so we’re incredibly proud to have helped Wowcher reach this stage. The company is offering its customer base an exceptional, personalised service which has greatly improved satisfaction rates, and we’re extremely pleased this has been formally recognised by the judges”.
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Samantha Tomlinson, Head of Customer Service at Wowcher, comments, “We’re thrilled to have been shortlisted for this award. Whilst there is still work to do, NewVoiceMedia’s ContactWorld solution has revolutionised our customer service efficiency. We’ve improved first contact resolution and our customers now benefit from a completely unique, personalised experience every time they call. We look forward to hearing what the judging panel has to say about our efforts”.
The eCommerce Awards for Excellence 2014 celebrates achievement and success in the ecommerce industry and recognises the companies that are driving the industry forward. Now in its sixth year, the Awards will take place at a ceremony in London on 1 October 2014.