News : Vaillant Transforms Customer Experience with NewVoiceMedia
Vaillant, a heating technology manufacturer, has transformed its customer experience with NewVoiceMedia's cloud contact center solution ContactWorld for Service. The company, which prides itself on ‘thinking ahead’, is using the technology to successfully resolve inbound calls each year, while improving both customer and employee satisfaction.
Vaillant upgraded its inflexible on-premise contact center technology to NewVoiceMedia’s cloud solution ContactWorld for Service, which it selected for its seamless integration with Salesforce and rich functionality. The company now benefits from immediate access to a customer’s entire history of interactions from one screen and real-time reporting and analytics, offering complete visibility of contact volumes, advisor performance and customer experience and enabling Vaillant to improve business processes and the performance of individual advisors.
Andrew Naylor, commercial manager, service, at Vaillant comments, "We wanted to future-proof our contact center and ensure continuous improvement, which we’re achieving through NewVoiceMedia’s technology. Our advisors adopted the solution easily and it has revolutionized our customer service efficiency, while improving both customer and employee satisfaction."
"We now plan to extend our service offering by introducing self-service options and new channels including email, SMS and webchat, which will make the company more accessible to our customers and further transform the business."
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About NewVoiceMedia :
NewVoiceMedia is a global provider of cloud technology which helps businesses sell more, serve better and grow faster
Published: Tuesday, March 3, 2015