Ukash has significantly enhanced its customer experience and increased ROI since deploying NewVoiceMedia’s cloud contact centre technology ContactWorld for Service with Salesforce integration. The leading online cash payment provider implemented the solution in October 2012 to deliver a support service to customers in more than 55 countries, and has since reduced customer effort by 15 percent. Call abandonment is down to less than three percent, first contact resolution has increased to 72% and customer satisfaction has improved considerably.
Jonathan Gale, CEO of NewVoiceMedia, comments, “The UK Customer Experience Awards celebrate and promote excellence in customer experience, so we’re delighted that Ukash has reached the final. ContactWorld has helped Ukash 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 judges have to say”.
“The Awards are a great benchmark for a company like Ukash that is dedicated to delivering service excellence”, comments Emanuela Azzarello, Customer Services Manager at Ukash. “We brought our customer support in-house to offer the very best possible service, and since deploying ContactWorld we’ve seen incredible improvements in the service we provide, as well as in our business operations. We’re delighted to be announced as a finalist and look forward to an exciting Awards ceremony”.
The Awards finals will be held at the ExCel, London, on 25 September 2014.
Find out more about how Ukash has enhanced its customer experience by downloading the new case study.