Case Study: NESS Super achieves a 4.87 CSAT with ipSCAPE

NESS Super - Customer Case Study

NESS Super, an industry fund serving electrical contractors and employees in all electro-technology industries, wanted to improve member experience after insourcing its customer support operations in 2018. To do this, the team needed a cloud contact centre solution and a trusted partner to help implement best-practice support, manage high volumes of enquiries, and offer service across multiple channels.

ipSCAPE provided its cloud contact centre platform to support NESS Super across voice and web chat, including IVR, Maintain Position in Queue, and post-call survey capabilities. The solution helped NESS Super handle a 200% surge in call volume, route members efficiently to the right agents, and capture feedback that contributed to an average CSAT score of 4.87.

NESS Super