Case Study: Featherlite Improves Live Customer Service with VoiceNation

Featherlite - Customer Case Study

Featherlite, a manufacturer of specialty trailers and luxury coaches, needed to make sure customers could always reach a live representative, even on weekends. During promotions, its switchboard could become overwhelmed, so the company looked to VoiceNation for a more personable customer service solution and live answering support.

VoiceNation implemented its Live Answering service to intercept calls from Friday evenings through Monday mornings and anytime the switchboard was overloaded 24/7. Missed calls were routed to trained representatives who took messages and sent notifications to the correct Featherlite employee. As a result, VoiceNation handles an average of 50–60 calls every weekend, alerts Featherlite when calls drop off the switchboard, and provides Pamela Novotny with email records to track call volume and reconcile billing.

Featherlite

Pamela Novotny

Sales Administrator