Case Study: Wowcher improves customer service efficiency and call resolution with Vonage Contact Center

Wowcher - Customer Case Study

Wowcher, the UK’s second largest online vouchering website, needed to improve advisor performance, connect sales and customer service outcomes, and reduce high contact volumes caused by poor first contact resolution. To address these challenges, Wowcher turned to Vonage and its Vonage Contact Center solution with Salesforce integration.

Vonage implemented a cloud-based contact center with real-time reporting, customizable IVR, call recording, and Salesforce features like screen pops and click-to-dial. The results were strong: call abandonment fell to under 4%, Wowcher met its target of answering 90% of calls within 30 seconds, and average contacts per caller dropped from 2.4 to 1.7. Vonage also helped Wowcher improve service level, reduce handling time, increase advisor satisfaction, and lower operating costs through better self-service and flexible remote working.

Wowcher

Samantha Tomlinson

Head of Customer Service