NewVoiceMedia has announced that its technology helped Watch Shop maintain its commitment to outstanding customer service. An online independent watch retailer experienced a complete telephony outage during its busiest trading week of the year, but was able to continue its customer support service just three hours later after switching from its previous supplier to NewVoiceMedia’s ContactWorld for Service solution.
The outage meant that customers were unable to reach the company by phone and calls couldn’t be routed elsewhere; but it was business as usual within three hours, as NewVoiceMedia deployed a new contact centre for Watch Shop, complete with new customer-facing phone numbers. Within seconds of publishing the new number, calls were once again being successfully routed to agents, with managers able to access real-time call statistics.
Watch Shop signed a three-year agreement to implement ContactWorld for Service. Inbound calls are intelligently managed and routed, ensuring callers are connected to the most appropriate agent – improving handling time and customer satisfaction.
Dave Ellis, head of IT at Watch Shop comments, “It’s vital for us to be able to deliver a continuous effective service – particularly around Christmas and New Year, our busiest time of year. Our previous vendor’s outage lasted four days and came at the worst possible time. For the business it would have resulted in lost revenue, but more than that, it would have led to considerable customer dissatisfaction.
“From its fast implementation to the solution’s rich functionality, NewVoiceMedia has been an absolute life saver! ContactWorld is very easy to use and allows us to make instant changes to our call plans ourselves, easily listen to calls, and benefit from a complete view of all activity. Having worked with NewVoiceMedia in the past, I was excited to be able to bring the power of their platform to the Watch Shop. The solution will support the business during our peak periods and grow with us during our planned international growth”.
Jonathan Gale (pictured), CEO of NewVoiceMedia, comments, “We’re extremely pleased that we were able to get Watch Shop up and running quickly during its busiest week of the year. A cloud contact centre can be very rapidly deployed, meaning we were delivering value to the business within just three hours. I’m delighted that Watch Shop chose NewVoiceMedia to deliver on its commitment to providing excellent customer service, while benefiting from complete flexibility and scalability”.