Vonage > 实例探究 > Vax 通过 Vonage 联络中心改善客户体验

Vax 通过 Vonage 联络中心改善客户体验

技术

网络安全和隐私 - 身份认证管理
网络与连接 - 网关

适用行业

电信

适用功能

人力资源
产品研发

用例

人员跟踪与监控
时间敏感网络

服务

云规划/设计/实施服务
培训

关于客户

Vax 是一个地板护理品牌，提供一系列产品，包括吸尘器和高压清洗机。他们优先考虑客户体验，并希望使客户联络中心与公司价值观保持一致。

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挑战

Vax 是英国第一大地板护理品牌，需要改善其糟糕的客户体验，并让其团队能够更好地为客户提供帮助。

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解决方案

Vax 实施了 Vonage Contact Center for Salesforce，以增强其客户服务能力。

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运营影响

The implementation of Vonage Contact Center for Salesforce revolutionized Vax's contact center. The Universal Call Distributor (UCD) links to Salesforce and ensures the best possible routing for customers when they call. The system can identify customers and make intelligent routing decisions based on whether a case exists, or if it is an escalated call and the customer has made a previous complaint. The IVR can be bypassed, providing a more efficient and personalized customer service. The cloud technology also allows advisors to log onto Vonage Contact Center with Salesforce integration wherever there is a phone line and internet connection, ensuring Vax can operate in the event of a disruption or disaster. The simple interface was an added bonus; engaged employees were soon delivering better results with engaged customers.

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数量效益

First contact resolution rose from 78% to an industry-leading 87%
Efficiency escalated, with headcount falling from 97 to 84 while handling the same number of contacts
Average call handling time was reduced by 20 seconds

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