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How Vivino Set Up Their Contact Center in a Day: It was Simple - Talkdesk - ContactCenterWorld.com Blog

How Vivino Set Up Their Contact Center in a Day: It was Simple

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page.

Technology has changed the way consumers shop for everything today. The modern consumer requires a modern solution to stay loyal. Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring. By using smart tools to “change the way people wine,” Vivino has created the world’s largest and smartest wine community and marketplace.


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Early in the company’s growth, Vivino had an important realization: wine is often an important part of social events of all sizes and in order to satisfy wine drinkers, they needed to facilitate social experiences for their customers. Often, customers who called the support line didn’t just want a few quick answers, they wanted to have onversations about their wine choices. The selection process was a social experience in itself and customers needed to feel confident about their wine choices to be satisfied with the product. As the company expanded, Vivino made it a priority to maintain personal connections with the wine drinkers who use their service.

“Voice is so important in the wine industry. Customers need support in their native language; French need customer support in French and English in English. When we began opening the app in new locations, we understood that’s what they deserve, which is why we choose local experts to be knowledgable resources for callers,” said Chad Boonsupa, VP of Customer Experience at Vivino.

With all these calls happening in different locations and different languages, Chad needed to find a simple tool to manage and optimize support interactions. Having used Talkdesk at a previous company, he was familiar with the ease of setup and decided to use Talkdesk to manage Vivino’s customer support.

Starting with a complex support structure that had unique flows for multiple channels and multiple languages, Chad simplified Vivino’s diverse customer support team to operate seamlessly inside Talkdesk. He even set up live reporting triggers to deliver daily reports to his business intelligence team so he could optimize productivity for each of his agents. The setup process was so simple that Chad’s support team was able to respond to phone calls the same day they set up their contact center.

Chad also set up Talkdesk’s analytics function to customize the caller experience for Vivino’s six unique consumer archetypes. The team gathered information about each type of user and trained their support team to satisfy the needs of each. This personalized style worked brilliantly. Today, Vivino has grown to more than 26 million active users in seven languages and 11 countries. Talkdesk has enabled Vivino to improve CSAT significantly by minimizing the time to first touch and allowing support agents to stay on the phone as long as a customer needs to complete a conversation.

To learn more about Vivino’s experience with Talkdesk, watch their video case study. If you’re interested in learning more about the rest of Talkdesk’s activities at Dreamforce 2017, click the button below.

Adam Bonefeste

Adam is the manager, content marketing at Talkdesk. When he isn't working, he's probably reading or getting lost in Youtube holes.

Publish Date: November 7, 2017 5:00 AM


2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



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